Hercules,

Tech Support Specialist I

Tech Support Specialist I
Location-REMOTE
6 month assignment (Potential to extend or convert)
Pay Rate: $22-$38
Schedule: 7:00am-4:00pm PST

On behalf of our client a Global medical device company, we are seeking for a Technical Support Specialist I that will support the Technical Support Representatives, and also have the opportunity to be on the forefront of new product offerings in the ever-changing world of laboratory healthcare.

Duties:

  • Assist clinical laboratories who use Unity software, to provide the best care possible to their patients.
  • Handle inbound customer calls related to our Unity Software Suite and working with laboratory customers to resolve their software issues.
  • Document in the CRM database, Salesforce, for cases completion.
  • Schedule calls to assist with installations, upgrades, or more detailed software resolutions as needed.
  • Handle customer calls for requests & complaints per procedures, meet/exceed metrics expectations.
  • Take ownership of the customer relationship and work with them to resolve Unity software issues.
  • Log/document cases in Salesforce (SFDC) Lightning CRM, manage cases to prompt resolution/closure.
  • Learn and master our Unity software product offerings and how they can benefit our customers.

Education Experience:

  • Associate degree or equivalent work experience in a related life science, clinical/technical or computer discipline considered. Bachelor's degree in an IT/computer or related technical discipline is preferred.
  • 2 +years or more customer service/call center experience.
  • Experience with Salesforce Lightning CRM and/or Anywhere 365 preferred.
  • Experience in Information Technology and/or life sciences, biotech or medical/laboratory field helpful.
  • Experience with SQL Server and TCP-IP Connections preferred.
  • OKTA, Citrix, and HL7 experience are preferred.

  • Max. file size: 300 MB.