Technical Support Specialist I (Monday - Friday 9:30 a.m. - 6:00 p.m. ET)

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Job Overview

The Technical Support Specialist I at QuidelOrtho is responsible for providing exceptional support to customers and clients utilizing our diagnostic solutions and products. This role requires a strong technical background and excellent communication skills to troubleshoot issues, resolve customer inquiries, and ensure customer satisfaction. The Specialist will work Monday through Friday from 9:30 a.m. to 6:00 p.m. ET, contributing to a collaborative team environment while assisting with the installation, operation, and maintenance of our laboratory equipment and software.

Job Responsibilities

• Provide direct technical support to customers via phone, email, or chat, addressing inquiries related to product usage and troubleshooting.
• Assist in the installation and configuration of diagnostic instruments ensuring optimal operation and performance.
• Document all customer interactions and technical issues in a ticketing system for record-keeping and follow-up.
• Collaborate with the engineering and product development teams to provide customer feedback and assist in improving product offerings.
• Conduct training sessions for customers on the proper use of QuidelOrtho products and solutions.
• Stay updated on product knowledge and changes through training and self-study.

Qualifications

• Associate’s degree in a relevant technical field; Bachelor’s degree preferred.
• 1-2 years experience in a technical support or customer service role, preferably in the medical or laboratory equipment sector.
• Strong problem-solving skills with the ability to manage multiple tasks and prioritize effectively.
• Excellent verbal and written communication skills to interact with diverse audiences.
• Familiarity with laboratory equipment and diagnostic products is an advantage.
• Proficiency in using CRM software and ticketing systems.

Technologies & Tools

The Technical Support Specialist I will use various technologies and tools in their daily operations, including CRM systems for managing customer inquiries, ticketing software for tracking service requests, and remote desktop tools for troubleshooting client issues. Familiarity with laboratory information management systems (LIMS) and diagnostic equipment software is also beneficial. Effective use of Microsoft Office Suite, especially Excel, for reporting and analysis will be expected to streamline processes and enhance communication.

Ideal Candidates

The ideal candidates for the Technical Support Specialist I position are proactive problem-solvers who possess a customer-first mentality. They should demonstrate a keen interest in technology and a passion for delivering high-quality support. Strong interpersonal skills are essential, as the role requires collaboration with both customers and internal teams. Additionally, candidates should be adaptable and able to work well under pressure, contributing positively to a team-oriented environment while maintaining high standards of professionalism.