Technical Support Specialist

Techcyte•Salisbury, NC

7d•$52,000 - $58,000•Onsite

About The Position

This role is a critical one on our expanding Technical Support team. We want our customers and partners to rave about our products AND the level of support and expertise they receive from our team. This position will be based out of our Salisbury, NC lab.

Requirements

Ability to work well in a team environment
Ability to be self guided and self motivated in daily work
Ability to work effectively in office environment
Experience analyzing and accurately solving technical issues
Excellent written and verbal communication and interpersonal skills
Demonstrated ability to effectively interface with cross-functional teams
Ability to commute to the lab in Salisbury, NC

Responsibilities

Provide technical problem resolution for all products used by our customers and partners, fully document problem resolution in our call tracking system
Help build our processes, procedures, and team
Review open issues on a daily basis, updating our customers and partners on the status of their cases, and assisting in the reproduction/resolution of issues
Become an expert in our products through software testing and apply that knowledge in finding solutions for challenging customer issues
Ensure that all of the required information is gathered and available prior to escalating an issue
Establish effective lines of communication with other Techcyte teams and management to ensure customer cases that require escalation are prioritized correctly
Maintain professional and effective written and verbal communication with customers, development, and management via email, IM, and phone