Technical Phone Support Specialist (In-Office,… at Austco · Irving

About Austco

Austco is a global manufacturer of hospital and clinical communications hardware and software. We make innovative products that help nurses and caregivers as they care for their patients. Established in Perth, Australia in 1986, Austco builds the most advanced nurse call and clinical communications technology in the world.

Austco's corporate head office is located in Melbourne, Australia. Our international offices are located in the USA, Canada, the UK, Singapore and New Zealand. The R&D and Order Fulfillment business units are based in Dallas, Texas.

Primary Purpose

As a Technical Phone Support Specialist, you are the first point of contact for customers experiencing issues with Austco's nurse call and clinical communication systems — including Tacera, Medicom, and the Tacera Pulse suite. Working by phone, email, and Zendesk, you diagnose faults, guide customers to resolution, and ensure every case is logged, tracked, and closed to a high standard.

This is a full-time, in-office position based at our Irving, Texas office, working Monday to Friday, 8:30 a.m. to 5:00 p.m., with rotating on-call shifts.

Key Responsibilities

• Handle inbound support cases by phone, email, and Zendesk, providing tier 1 and tier 2 troubleshooting across Austco nurse call systems

• Diagnose faults across hardware, software, and network layers using remote diagnostic tools and System Health monitoring

• Own the test bench environment — build, maintain, and use it to reproduce, validate, and troubleshoot customer-reported field issues before confirming a fix or escalating

• Walk customers through resolution step by step, escalating to field service or engineering when onsite attendance is required

• Manage multiple concurrent tickets, prioritizing by severity and impact on patient safety

• Keep accurate, timely, and complete records for every interaction in line with defined processes and procedures, following up to confirm resolution before closing

• Support the rollout of new applications, software updates, and system upgrades

• Create and maintain reference material — operating instructions and knowledge base articles — for customers and internal teams

• Handle escalated and priority calls as needed

• Meet or exceed targets for response time, resolution time, and customer satisfaction

• Stay current on product and technical developments through internal training and workshops

• Follow all Austco policies and procedures, and take on additional duties as assigned

Required Qualifications and Experience

• Strong customer-service mindset and a calm, professional phone manner under pressure

• Clear verbal and written communication, with the ability to explain technical concepts to non-technical callers

• Experience in technical support, help desk, or field service — healthcare, life sciences, or another regulated industry preferred

• Solid troubleshooting across hardware, software, and basic networking

• Experience with a ticketing or CRM system to log and manage cases

• Strong documentation discipline and a track record of following defined processes and procedures

• Strong team orientation and interpersonal skills

Preferred Qualifications

• Familiarity with nurse call, clinical communication, or building management systems

• Working knowledge of IP networking fundamentals (TCP/IP, VoIP, basic diagnostics)

• Associate's or bachelor's degree in a technical discipline, or equivalent hands-on experience

Competencies and Behaviors

Competencies

• Technical troubleshooting across hardware, software, and network layers, including basic IP networking (TCP/IP, VoIP)
• Working knowledge of nurse call and clinical communication systems (or ability to quickly learn Tacera, Medicom, and Pulse)
• Structured fault diagnosis using remote diagnostic tools and System Health monitoring
• Test bench management, reproducing and validating field issues before confirming a fix or escalating
• Case and ticket management, logging, tracking, and closing work in Zendesk or a similar system
• Prioritisation based on severity and patient safety impact when managing multiple concurrent cases
• Clear technical writing, producing operating instructions and knowledge base articles for customers and internal teams
• Meeting defined KPIs for response time, resolution time, and customer satisfaction

Behaviors

• Calm, professional phone manner, especially under pressure or with frustrated callers
• Explains technical issues in plain language for non-technical customers
• Follows defined processes and procedures consistently, with strong documentation discipline
• Takes ownership of a case through to confirmed resolution rather than just closure
• Escalates promptly and appropriately when onsite attendance or engineering input is needed
• Works well in a team, sharing knowledge with colleagues and support peers
• Stays current through training and workshops, actively building product knowledge
• Reliable and flexible, including participation in rotating on call shifts