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Technical Support Specialist

2 months ago

Salt Lake, Utah, United States Biomerieux Full time
Job Title: Systems Support Specialist

At BioFire Diagnostics, LLC, we are seeking a highly skilled Systems Support Specialist to join our team. As a key member of our customer support organization, you will provide technical assistance and support to our customers and distribution partners.

Job Summary:

The Systems Support Specialist will be responsible for providing technical support for BioFire products, including networking connectivity and utilization, as well as general software and applications support. This role requires excellent communication and problem-solving skills, with the ability to articulate technical concepts to both technical and non-technical stakeholders.

Key Responsibilities:
  • Provide technical support for BioFire products, including troubleshooting and resolving issues related to networking connectivity and utilization.
  • Assist customers with software maintenance and upgrades, as well as general software and applications support.
  • Collaborate with internal project teams to develop and implement solutions to customer complaints and suggestions.
  • Participate in the development and maintenance of customer support knowledge base and frequently asked questions (FAQ).
  • Meet customer support quality plan standards relative to response times to customers.
Requirements:
  • Bachelor's degree in an engineering, scientific, information technology, or technical field, or equivalent experience and/or professional certifications.
  • At least 1 year of professional experience in IT, Systems Engineering, and/or troubleshooting and identifying hardware and software applications issues.
  • Excellent communication and problem-solving skills, with the ability to articulate technical concepts to both technical and non-technical stakeholders.
Preferred Qualifications:
  • Experience in a customer-facing role, ideally in a clinical or technical field.
  • Previous experience in a clinical laboratory setting.
  • Previous complaint and suggestion handling experience.
  • IVD/Medical device industry experience.
Physical Requirements:

Should be able to safely lift and maneuver up to 40 pounds.

This position is based in Salt Lake City, UT and is not remote.