Technical Support Specialist

3 weeks ago

Hercules, United States Bio-Rad Laboratories Full time

As a Technical Support Specialist I, here at Bio-Rad, your day would primarily consist of handling inbound customer calls related to our Unity Software Suite, and working with our laboratory customers to resolve their software issues. Each customer call is documented in our CRM database, Salesforce, and cases are managed there to completion. You would also, on occasion, have scheduled calls to assist with installations, upgrades, or more detailed software resolutions as needed. In addition to working with a solid team of Technical Support Representatives, you would also have the opportunity to be on the forefront of new product offerings in the ever-changing world of laboratory healthcare.

How You‘ll Make An Impact:

  • Assist clinical laboratories who use Unity software, to provide the best care possible to their patients.
  • 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.

What You Will Bring:

  • Associates 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.
  • A desire to help people, solve problems, and learn something new everyday.
  • Knowledge/awareness of quality control (QC) principles and QC data management software helpful.
  • OKTA, Citrix, and HL7 experience are preferred.

Compensation: The estimated hourly rate for this position is $22 -$38 per hour at the time of posting. Actual compensation will be provided in writing at the time of offer, if applicable, and is based on several factors we believe fairly and accurately impact compensation, including geographic location, experience, knowledge, skills, abilities, and other job permitted factors. As a temporary associate, your employment will be managed directly through our approved agency provider.

Who We Are: For 70 years, Bio-Rad has focused on advancing the discovery process and transforming the fields of science and healthcare. As one of the top five life science companies, we are a global leader in developing, manufacturing, and marketing a broad range of high-quality research and clinical diagnostic products. We help people everywhere live longer, healthier lives. Recently voted a Best Place to Work, Bio-Rad offers a unique employee experience with collaborative teams that span the globe. Here, you are supported by leadership to build your career and are empowered to drive change that makes an impact you can see.

EEO Statement: Bio-Rad is an Equal Employment Opportunity/Affirmative Action employer, and we welcome candidates of all backgrounds. Veterans, people with physical or mental disabilities, and people of all race, color, sex, sexual orientation, gender identity, religion, national origin and citizenship status are encouraged to apply.

Agency Non-Solicitation:Bio-Rad does not accept agency resumes, unless the agency has been authorized by a Bio-Rad Recruiting Representative. Please do not submit resumes unless authorized to do so. Bio-Rad will not pay for any fees related to unsolicited resumes

Fraud Alert: Bio-Rad has received reports of individuals posing as Bio-Rad recruiters to obtain information, including personal and financial, from applicants. Beware of these fake ‘recruiters‘ and job scams. Click here for more information on this scam and how to avoid it.

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