
Support Operations Coordinator
1 week ago
The role of a Technical Support Specialist involves handling inbound customer calls and providing assistance to laboratory customers in resolving software issues related to the Unity Software Suite. The specialist will be responsible for documenting cases in Salesforce CRM and managing them to resolution.
Key Responsibilities and Expectations- Provide timely and effective support to clinical labs using the Unity software suite to ensure seamless patient care
- Handle customer requests and complaints, meeting or exceeding performance metrics through prompt issue resolution
- Take ownership of customer issues, ensuring their resolution and satisfaction
- Log and manage cases in Salesforce Lightning CRM, utilizing its features to streamline processes
- Maintain expertise on Unity software products and their benefits to provide informed support
- Bachelor's degree in IT or a related field preferred; associate degree plus 2+ years of relevant experience considered
- Minimum 2 years of customer service/call center experience with strong English communication skills
- Experience with Salesforce Lightning CRM is highly desirable
- IT experience in life sciences, biotech, or clinical/lab environments is advantageous
- 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 is an asset
- Able to work US Pacific Time hours (Mon-Fri, 5AM-4PM PT)
- Passion for helping people, problem-solving, and continuous learning
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