Technical Support Specialist

Role Overview

• Provide first line technical assistance
• Complaint handling and problem resolution
• Triage calls to appropriate levels
• Effectively troubleshoots technical issues to optimize TSR dispatch rate
• Appropriately identifies and manages potential health and safety calls
• Acts as a customer advocate to represent customer needs internally
• Assures issues identified by customers are appropriately addressed
• Maintains high level of satisfaction relative to customer support
• Customer training registration and travel coordination
• Provide effective and proactive communication to all members of the regional team
• Provides formal customer training at customer site as required
• Provides translation verification assistance
• Participates in technical training of AM’s, LS’s, TSR’s or other internal employees
• Document all customer complaints and inquiries in accordance with company and department SOP’s
• Complete all required paperwork in a timely fashion

Requirements

• Education : Bachelor of Science, accredited Medical Laboratory program certification or equivalent
• Experience : Minimum 2 years’ laboratory experience
• Bilingualism – French (written and spoken)
• Good working knowledge of laboratory settings
• Excellent knowledge of QuidelOrtho products and services
• Good analytical skills with ability to troubleshoot complex system issues
• Good working knowledge of all Microsoft Office programs
• Strong organizational skills
• Strong collaboration skills

Benefits

• medical, dental, vision, life, and disability insurance
• 401(k) plan
• employee assistance program
• Employee Stock Purchase Plan
• paid time off (including sick time)
• paid Holidays