Advanced Customer Technical Support Specialist
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Job Description
Provide technical support and resolutions for microbiology product line issues in a remote capacity. Support includes hardware, software, assay, and training-related inquiries.
Responsibilities:
- Provide technical support to customers through telephone and other forms of communication (i.e. email, video conference, etc.)
- Resolve Hardware, Software, Assay and Training related calls in a 24/7 support environment
- Independently resolve complex and routine issues on the microbiology product line
- Distinguish between hardware, reagent, and software issues
- Use soft skills and maintain quality standards to ensure compliance
Requirements:
- Bachelor's degree in biology, medical technology, medical laboratory technical, or clinical laboratory scientist
- 5+ years of lab or field experience
- Ability to clearly articulate and provide directions over the phone or via email
- MUST BE available to work weekends
- Previous troubleshooting experience on the autoSCAN-4, DxM WalkAway, Copan WASP, Copan WASPLab, or LabPro
- Previous experience in a medical technology call center, or experience in medical laboratory, specifically Microbiology
- Experience in a Customer Service environment
Benefits:
- Health insurance
- 401(k)
- Paid time off
- Flexible working arrangements
- Bonus/incentive pay
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