Senior Customer Technical Support Specialist, Informatics - 3rd Shift - REMOTE

Lensa; New York (NY); Remote; USD 80,000 - 100,000; Full time

Job summary

An innovative company is looking for a Senior Customer Technical Support Specialist to join their remote team. This role focuses on providing exceptional technical support for laboratory software and hardware, ensuring customers receive timely solutions. You'll engage with clinical laboratory and IT customers, utilizing your expertise to troubleshoot and resolve complex issues. With a competitive hourly pay and flexible work arrangements, this position offers a unique opportunity to make a significant impact in healthcare diagnostics. If you're passionate about technology and customer service, this role is perfect for you.

Benefits

Competitive hourly pay

Bonus/incentive pay

Comprehensive benefits

Flexible remote work arrangements

Qualifications

• 3+ years of experience with LIS customization and troubleshooting.
• Experience in Customer Technical Support is essential.

Responsibilities

• Resolving technical product issues and escalating as necessary.
• Collecting and analyzing data to document customer interactions.

Skills

Technical Troubleshooting

Customer Support

Data Analysis

Problem Solving

Education

Associates Degree in Medical Laboratory Technology

Bachelor's Degree in Medical Laboratory Technology

Tools

Laboratory Information Systems (LIS)

Middleware Software

Job description

Senior Customer Technical Support Specialist, Informatics - 3rd Shift - REMOTE

We are seeking a Senior Customer Technical Support Specialist for the Informatics product line at Beckman Coulter Diagnostics. This role involves providing technical troubleshooting and consulting to clinical laboratory and IT customers, primarily over the phone, for middleware software, Laboratory Information System (LIS) software, and related hardware issues.

The position is fully REMOTE, working a 4 on 3 off schedule during the 3rd shift (11:00 PM - 8:30 AM ET) after training. You will be part of the Customer Technical Support team, handling customer calls, investigating issues, and documenting interactions to support a 24/7 support function.

Responsibilities include:

• Resolving technical product issues over the phone and escalating when necessary.
• Identifying root causes and communicating product issues and improvements.
• Collecting and analyzing data, classifying complaints according to FDA requirements, and documenting customer interactions.

Minimum requirements:

• Associates Degree or Bachelor's Degree in Medical Laboratory Technology or equivalent.
• At least 3 years of experience with Laboratory Information Systems (LIS) customization/configuration and troubleshooting Beckman Coulter middleware.
• Previous experience in Customer Technical Support.

Preferred skills:

• Strong organizational skills and ability to work under pressure.
• Proficiency in diagnosing and resolving complex technical issues.

We offer competitive hourly pay ($31.00 - $42.00/hr), bonus/incentive pay, comprehensive benefits, and flexible remote work arrangements. Join us to help advance healthcare diagnostics and make a meaningful impact.