Biotech Support Specialist - Hybrid (Remote/Onsite)

Nova Biomedical; Waltham (MA); Presencial; USD 65.000 - 70.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Flexible medical coverage

401k match

Bonus program

PTO and holidays

Tuition reimbursement

Hybrid work arrangements

Professional development

Employee marketplace

Cafeteria

Descripción de la vacante

Nova Biomedical is seeking a Customer Support Specialist to join the Customer Product Support team in Waltham, MA. This role communicates primarily by telephone with end users of Nova StatStrip and StatSensor products to troubleshoot technical problems and answer questions related to operation and maintenance of their analyzers.

The Customer Support Specialist will also resolve or degrade incoming customer-reported issues involving NovaNet and document all customer interactions and resolutions

Formación

• High School Diploma or equivalent; emphasis in laboratory sciences preferred.
• 1–3+ years of customer support experience preferred.
• Experience in point-of-care, clinical laboratory, biotechnology, or research lab settings is a plus.
• Strong computer skills and ability to learn customer support databases and related systems.
• Effective verbal and written communication skills.
• Ability to document customer interactions, troubleshooting activities, and resolutions.

Responsabilidades

• Communicate with end users, Field Service Specialists, Clinical Applications, and Field Sales to troubleshoot problems and answer questions about StatStrip/StatSensor.
• Provide customer support for NovaNet and escalate issues to Installation/Support Specialists when needed.
• Document all customer calls, steps taken, solutions provided, and answers given in the database.
• Generate Return Material Authorizations to replace damaged or defective products and consumables.
• Assist with training and development of new Customer Support Specialists.
• Collaborate with other Nova teams to resolve customer concerns.
• Maintain accurate customer support records per procedures.
• Provide professional, responsive, customer-focused support in all interactions.

Conocimientos

Customer support

Troubleshooting

Documentation

Communication skills

Educación

High School Diploma or equivalent

Descripción del empleo

Nova Biomedical is seeking a Customer Support Specialist to join the Customer Product Support team in Waltham, MA. This role communicates primarily by telephone with end users of Nova StatStrip and StatSensor products to troubleshoot technical problems and answer questions related to operation and maintenance of their analyzers.

The Customer Support Specialist will also resolve or degrade incoming customer-reported issues involving NovaNet and document all customer interactions and resolutions