Technical Support Specialist
As a Technical Support Specialist, you will be responsible for a variety of tasks such as phone support, customer and Immucor staff training, instrument/reagent support, and documentation of customer contacts.
Additional responsibilities include:
- Assisting customers by telephone with resolutions to problems or inquires related to products or instrumentation
- Conducting in-house testing of instrument hardware, software or reagents
- Managing calls appropriately with regards to timelines, customer follow up, etc. to prevent escalation of issues
- Interacting with other staff or departments, when necessary, for information to assist in investigation and resolution of issues
- Documenting, according to pertinent GEN and department SOPs, all interactions with clients and supporting information gathered in the resolution of issues
- Assisting with training of new department employees
- Developing and maintaining a high level of product and instrument knowledge