Technical Support Specialist

Techcyte, Inc; Salisbury (NC); On-site; USD 52,000 - 58,000; Full time

Benefits offered by this job

401k plan

Company provided laptop

Work from home equipment allowance

Competitive salaries

Medical, dental, and vision insurance

Short term and long term disability

Life insurance

15 paid time off days a year

11 paid holidays

Unlimited sick time

Equity

Job summary

Techcyte, Inc. in Salisbury, NC is seeking a Technical Support Specialist to deliver expert problem resolution for customers and partners, while fully documenting issues in our call tracking system.

This role collaborates with multiple teams, helps build scalable processes, and develops product knowledge through testing to provide clear, professional support across all channels. Candidates must be team oriented, self-motivated, and able to commute to the lab, with excellent written and verbal

Qualifications

• Ability to work well in a team environment.
• Self-guided and self-motivated in daily work.
• Excellent written and verbal communication and interpersonal skills.
• Experience analyzing and accurately solving technical issues.
• Ability to interface with cross-functional teams.

Responsibilities

• Provide technical problem resolution for all products used by customers and partners, fully document problem resolution in the call tracking system.
• Help build our processes, procedures, and team.
• Review open issues daily, update customers on status, and assist in reproduction/resolution of issues.
• Become an expert in our products through software testing and apply knowledge to customer issues.
• Ensure required information is gathered prior to escalating an issue.
• Communicate with other Techcyte teams and management to prioritize escalated cases.
• Maintain professional written and verbal communication with customers, development, and management via email, IM, and phone.

Skills

Teamwork

Self-motivation

Office environment

Analytical thinking

Written communication

Verbal communication

Cross-functional collaboration

commute to Salisbury

Job description

About the Role

This role is a critical one on our expanding Technical Support team. We want our customers and partners to rave about our products AND the level of support and expertise they receive from our team. This position will be based out of our Salisbury, NC lab.

Responsibilities

• Provide technical problem resolution for all products used by our customers and partners, fully document problem resolution in our call tracking system
• Help build our processes, procedures, and team
• Review open issues on a daily basis, updating our customers and partners on the status of their cases, and assisting in the reproduction/resolution of issues
• Become an expert in our products through software testing and apply that knowledge in finding solutions for challenging customer issues
• Ensure that all of the required information is gathered and available prior to escalating an issue
• Establish effective lines of communication with other Techcyte teams and management to ensure customer cases that require escalation are prioritized correctly
• Maintain professional and effective written and verbal communication with customers, development, and management via email, IM, and phone

The stuff that makes you the ideal candidate

• Ability to work well in a team environment
• Ability to be self guided and self motivated in daily work
• Ability to work effectively in office environment
• Experience analyzing and accurately solving technical issues
• Excellent written and verbal communication and interpersonal skills
• Demonstrated ability to effectively interface with cross-functional teams
• Ability to commute to the lab in Salisbury, NC

About the Company

Techcyte is special. Not just because our tech is amazing and doing real good in the world, and not just because our company is growing very quickly with nothing but exciting prospects ahead, but because of our people and our culture, which are simply fantastic!

Improve the World

Our mission is to improve healthcare and laboratory testing throughout the world. We improve the work environment for our users, improve the accuracy of tests, and lower costs and turnaround times for the healthcare system. We push new innovation in technology, workflow, and regulations to make the healthcare system the best it can be. We have already improved accuracy in laboratory testing that has prevented misdiagnoses, and we are striving to do more.

Benefits

We offer perks to help our employees thrive!

• Competitive salaries
• Medical, dental, and vision insurance
• Short term and long term disability
• Life insurance
• 401k plan
• 15 paid time off days a year
• 11 paid holidays, including end of year shutdown
• Unlimited sick time
• Target bonus plan
• Equity
• Company provided laptop
• Initial work from home equipment allowance

Salary: $52,000 - 58,000 per year DOE

Techcyte provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Techcyte complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

All candidates must be legally authorized to work in the US, as we are unable to sponsor or transfer Visas at this time. Criminal background checks will be conducted after an employment offer.

Techcyte participates in E-Verify, the government program that certifies an employee's right to work for us in the U.S. For more information go to www.dhs.gov/E-Verify.

Techcyte welcomes all applicants for this position. Should you be individually selected to participate in an assessment or selection process, accommodations are available upon request in relation to the materials or processes to be used.

Please note that for this position, we accept applications on an ongoing basis. There is no set deadline for submitting your application.