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Job Description
About the Role
As a Technical Support Specialist, you will primarily handle inbound customer calls related to our Unity Software Suite, assisting laboratory customers in resolving software issues. You'll document cases in Salesforce CRM and manage them to resolution. Occasionally, you'll support installations, upgrades, and complex troubleshooting. Join a strong team at the forefront of laboratory healthcare technology.
Key Responsibilities
- Assist clinical labs using the Unity software suite to support patient care
- Handle customer calls for requests and complaints, meeting or exceeding performance metrics
- Take ownership of customer issues and ensure prompt resolution
- Log and manage cases in Salesforce Lightning CRM
- Master Unity software products and their benefits to customers
Basic Qualifications
- Bachelor's degree in IT, computer science, or related field preferred; associate degree plus 2+ years relevant experience considered
- Minimum 2 years customer service/call center experience with strong English communication skills
- Experience with Salesforce Lightning CRM preferred
- IT experience in life sciences, biotech, or clinical/lab environment is a plus
- Familiarity with SQL Server, TCP/IP connections preferred
- Knowledge of quality control principles and QC data management software desired
- Experience with OKTA, Citrix, ASTM/HL7, and Mirth Connect preferred
- Willingness to work US Pacific Time hours (Mon-Fri, 5AM-4PM PT)
- A passion for helping people, problem-solving, and continuous learning