Customer Technical Support Specialist
About The Position
The Customer Technical Support Specialist is responsible for providing technical support to our customers through telephone and other forms of communication (i.e. email, video conference, etc.). This position is expected to provide resolutions to Hardware, Software, Assay and Training related calls from Beckman Coulter’s existing customer base in a 24/7 support environment. This position reports to the Customer Technical Support Supervisor, is part of the Customer Technical Support Organization (CTSO) Team that operates Monday–Friday 7:00 AM–7:00 PM ET and weekends 7:30 AM–4:00 PM ET, and will be fully REMOTE. In this role, you will have the opportunity to: You will be asked to independently resolve complex and routine issues on the microbiology product line. You will also be asked to distinguish between hardware, reagent, and software issues, with the goal of resolving the customer’s issue over the phone or dispatching the appropriate resource that will resolve the issue. You will be expected to use soft skills and maintain quality standards to ensure compliance.
Requirements
- Associate's degree in biology, medical technology, medical laboratory technical, or clinical laboratory scientist.
- 3+ years of lab or field experience.
- Ability to clearly articulate and provide directions over the phone or via email.
- Must be available to work one weekend day on a recurring basis (Saturday strongly preferred).
Nice To Haves
- Previous troubleshooting experience on the autoSCAN-4, DxM WalkAway, Copan WASP, Copan WASPLab, or LabPro.
- Previous experience in a medical technology call center.
- Experience in a medical laboratory, specifically Microbiology.
- Bachelor’s degree.
- Experience in a Customer Service environment.
Responsibilities
- Provide technical support to customers via telephone, email, and video conference.
- Resolve hardware, software, assay, and training related issues for existing customers.
- Independently resolve complex and routine issues on the microbiology product line.
- Distinguish between hardware, reagent, and software issues.
- Resolve customer issues over the phone or dispatch appropriate resources.
- Utilize soft skills and maintain quality standards to ensure compliance.
Benefits
- Paid time off
- Medical/dental/vision insurance
- 401(k)
- Bonus/incentive pay
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
