Senior Customer Technical Support Specialist
About The Position
The Senior Customer Technical Support Specialist provides advanced technical support to customers in life sciences, diagnostics, and biotechnology. This role focuses on resolving complex hardware, software, and assay-related issues, ensuring customers receive timely and effective solutions. You will work remotely as part of a collaborative technical support team, leveraging your expertise to mentor peers and contribute to process improvements. The position offers exposure to sophisticated diagnostic systems, enabling professionals to grow their knowledge while directly impacting customer satisfaction and operational efficiency. Candidates will thrive in a fast-paced, solution-oriented environment that values continuous improvement, clear communication, and technical excellence.
Requirements
- Associate, vocational, or equivalent degree in biology, clinical lab science, biomedical engineering, electrical engineering, chemistry, or related field.
- Minimum of 3 years of lab or field experience in a technical environment.
- Ability to clearly articulate directions and provide guidance over phone or email.
- Strong problem-solving, analytical, and interpersonal skills.
- Comfortable working in a remote environment while collaborating effectively with team members and stakeholders.
Nice To Haves
- Previous troubleshooting experience on electromechanical instrumentation is a plus.
- Prior experience in a medical technology call center, medical laboratory, or customer service environment is advantageous.
Responsibilities
- Provide advanced technical support to customers via phone, email, and video conferencing.
- Troubleshoot and resolve hardware, software, assay, and training-related issues independently.
- Mentor peers and provide guidance on routine troubleshooting and issue resolution.
- Distinguish between hardware, reagent, and software problems to determine appropriate solutions or escalate when necessary.
- Contribute to continuous improvement initiatives within the technical support team.
- Maintain accurate documentation of customer interactions, issues, and resolutions.
- Support the delivery of exceptional customer experiences by ensuring timely and accurate resolution of technical issues.
Benefits
- Hourly range: $26.00-$36.00, with potential for bonus or incentive pay.
- Comprehensive medical, dental, and vision insurance.
- Paid time off and holiday benefits.
- 401(k) plan for eligible employees.
- Remote work flexibility for eligible roles, allowing for work from home arrangements.
- Opportunities for professional growth and skill development in a dynamic, global environment.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
