Technical Support Specialist II (Th - Su, 21:00 - 7:30 EST)

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Written by AI from the job title and company, not by QuidelOrtho, so some details may not match this job. The employer's own page has the real description.

Job Overview

The Technical Support Specialist II at QuidelOrtho plays a crucial role in providing exceptional technical assistance to our clients. This position requires expert knowledge of our products and services, along with troubleshooting skills to resolve complex issues efficiently. The Specialist will work closely with customers via phone, email, and chat to ensure a smooth user experience, while also collaborating with other departments to escalate and resolve severe technical problems. The position operates on a Thursday to Sunday schedule, from 21:00 to 7:30 EST, accommodating customer needs during non-traditional hours.

Job Responsibilities

• Provide knowledgeable technical support for customers using QuidelOrtho products and services.
• Diagnose and troubleshoot software and hardware issues efficiently.
• Generate and maintain detailed documentation of customer interactions and resolutions.
• Collaborate with product development teams to report recurring issues and suggest improvements.
• Conduct training sessions for customers to enhance product understanding and usage.
• Assist in the development of self-service resources, such as FAQs and knowledge base articles.

Qualifications

• A Bachelor's degree in Computer Science, Information Technology, or a related field is preferred.
• At least 2 years of technical support experience, preferably in a healthcare or diagnostics setting.
• Strong understanding of networking concepts and troubleshooting methodologies.
• Excellent communication skills with the ability to explain complex technical concepts to non-technical users.
• Experience with support ticketing systems and remote desktop tools.
• Proficiency in relevant software applications and operating systems.

Technologies & Tools

The Technical Support Specialist II will utilize a variety of technologies and tools, including but not limited to customer relationship management (CRM) software, trouble ticketing systems (such as Zendesk or ServiceNow), remote assistance tools (e.g., TeamViewer), and diagnostics software pertinent to QuidelOrtho’s product lines. Familiarity with database management systems and reporting tools may also be beneficial.

Ideal Candidates

Ideal candidates for the Technical Support Specialist II position will have a customer-oriented mindset, with strong problem-solving abilities and a proactive approach to challenges. They should possess a keen attention to detail, excellent time management skills, and the ability to thrive in a fast-paced environment. A dedication to continuous learning and improvement, along with a genuine commitment to customer satisfaction, will significantly contribute to their success in this role.