About Us:

At Globus Medical, we move with a sense of urgency to deliver innovations that improve the quality of life of patients with musculoskeletal disorders. Our team is inspired by the needs of these patients, and the surgeons and healthcare providers who treat them. We embrace a culture of exceptional response by partnering with researchers and educators to transform clinical insights into tangible solutions. Our solutions improve the techniques and outcomes of surgery so patients can resume their lives as quickly as possible. 

Position Summary:

The Helpdesk Support Specialist will be responsible for providing Level 1 technical support for users via phone, email, and web for ‘GlobusOne’, an inhouse developed ERP System. The individual is responsible for Level 1 problem analysis, documentation, resolution and escalation. 

Essential Functions:

• Provides support in-person and over phone/video conferencing to the Sales/OUS/Internal teams that are using the Globus Portal and Application for their daily job functionalities
• Coordinates with the technical team and business users with Portal launches and assists with post production support and training
• Prepares and coordinates in preparation of relevant training material to support internationalization
• Monitors various jobs that are scheduled between US and OUS databases and escalates issues to the respective teams in the event of a failure
• Documents and escalates common issues to the technical team for immediate or future fixes
• Adheres to the letter and spirit of the company Code of Conduct, the AdvaMed Code, MedTech Code, and all other company policies.
• Ensures Compliance with applicable governmental laws, rules, and regulations, both in the United States and internationally, by completing introductory and annual training and maintaining knowledge of compliance as it applies to your role
• Represents the company in a professional manner and uphold the highest standards of ethical business practices and socially responsible conduct in all interactions with other employees, customers, suppliers, and other third parties 

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. 

Qualifications:

• Associate’s or Bachelor’s Degree desired, not required
• 2+ years of support/troubleshooting experience with web-based IT systems
• Ability to learn new tools and technologies; Ability to troubleshoot effectively
• Strong written and interpersonal communication skills, with both technical and non-technical audiences
• Experience with using online conferencing tools like Go to Assist, Join.Me, etc.
• Ability to work in a fast-paced environment while still providing high level of support 

Our Values:

Our Life Moves Us philosophy is built on four values: Passionate About Innovation, Customer Focused, Teamwork, and Driven.

• Passionate about Innovation: Improving patient care by delivering advanced technology to our customers is at the core of what we do. We are passionate in our role in improving the lives of patients by continuously developing better solutions
• Customer Focused: We listen to our customers’ needs and respond with a sense of urgency
• Teamwork: Working together, anything is possible. We value every person on our team and treat each other with respect. We are accountable to one another and support each other. Together, we make each other stronger
• Driven: We pursue our mission with energy and passion. We are nimble, results-oriented and decisive. We overcome obstacles that arise in our quest to deliver solutions that will improve the lives of our customers and patients. 

Physical Demands:

The physical demands listed here are representative of those that must be met by and employee to successfully perform the essential functions of this job.

• Required to sit; climb or balance; and stoop, kneel, crouch or crawl
• Required to regularly lift and/or move up to 10 pounds, and occasionally lift and/or move up to 25 pounds

Required to possess specific visons abilities, including: close vision, distance vision, color vision, peripheral vision, depth perception and capacity to adjust focus. 

Equal Employment Opportunity:

Globus Medical is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, age, disability, marital status, pregnancy, national origin or citizenship. We are committed to a diverse workforce. We value all employees’ talents and support an environment that is inclusive and respectful. 

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

JOB CODE: 1003092