Technical Support Specialist

Technical Support Specialists provide exceptional customer-focused technical support through phone, email, and/or web session. The support provided includes problem triage, troubleshooting and problem resolution, and technical product education about Sebia reagents, assays, instrumentation, and software. Specialists document and manage customer complaints in compliance with regulatory requirements and company procedures.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Assist customers with problems or address inquiries related to Sebia reagents, assays, instruments, and software.
• Deliver support to end-users using automated call distribution phone software, email, remote connection, and other tools.
• Troubleshoot and diagnose mechanical, hardware, software, and system failures. Develop an appropriate course of action to resolve customer issues or escalate to appropriate specialist(s).
• Document all interactions with customers and supporting information gathered during case handling, to include complaints and inquiries reported by, or on behalf of, a customer.
• Manage cases appropriately to provide the very best possible customer experience. Follow up on open complaints and those of the team as required to ensure timely resolution.
• Develop and continuously improve technical competence, knowledge of company products and procedures, and customer interaction skills.
• Collaborate with team members and colleagues to share knowledge, solve problems, brainstorm ideas, and support the team mission and vision.
• Support 24/7 off-shift phone coverage on a rotational basis.

EDUCATION and/or EXPERIENCE

• Bachelor of Science degree in a related discipline from a four-year college or university; or technical laboratory experience and/or vendor experience in the laboratory diagnostics field; or equivalent military training/certification
• 1+ years of clinical lab experience required
• Solid understanding of electrophoresis methodology preferred
• Customer service or support experience preferred
• Experience supporting laboratory information systems and software a plus

ADDITIONAL SKILLS

• Excellent verbal and written communication skills
• Solid analytical, problem analysis, and decision-making skills
• Outstanding interpersonal skills, including the ability to work within a team and among diverse groups in a positive and collaborative manner
• Effective planning, organizational and time management skills, including flexibility, organizing work to meet deadlines, and prioritizing tasks based on urgency and severity
• Able to work independently, identify opportunities for improvement, learn and teach new skills, and communicate issues and needs with transparency and respect
• Effective customer service skills, including stress management, leadership, negotiation, persuasion and conflict resolution skills
• Ability to read, analyze, and interpret technical procedures, package inserts, and product instructions.