Advanced Customer Technical Support Specialist

Role Overview

• 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