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 critical role in providing expert technical assistance and customer support for our products and services. This position requires a customer-centric approach, as the specialist will troubleshoot, resolve, and document issues encountered by users. The successful candidate will possess strong communication skills and technical knowledge to educate users, ensure adherence to protocols, and facilitate seamless communication between departments. The role covers the shift from Thursday to Sunday, 21:00 to 7:30 EST, and offers an opportunity to be part of a dedicated team focused on delivering high-quality support in the healthcare industry.

Job Responsibilities

• Provide advanced technical support via phone, email, and chat regarding product inquiries and troubleshooting.
• Diagnose and resolve hardware and software issues, escalating complex issues to senior staff as necessary.
• Document all support interactions accurately in the ticketing system, maintaining up-to-date records of user issues, queries, and resolutions.
• Conduct training sessions for customers and staff on the use of QuidelOrtho products and services.
• Collaborate with cross-functional teams to improve product quality and customer satisfaction.
• Develop and maintain technical documentation, FAQs, and user guides to facilitate user self-service.
• Stay informed of new products, features, and updates to provide accurate assistance to customers.

Qualifications

• Minimum of an Associate's degree or equivalent experience in a technical field; Bachelor's degree preferred.
• 2+ years of experience in technical support, preferably in the healthcare or medical device industry.
• Strong understanding of computer systems, operating systems, and networking fundamentals.
• Proficiency in troubleshooting hardware and software issues.
• Excellent communication and interpersonal skills with a strong focus on customer service.
• Ability to work independently and as part of a team in a fast-paced environment.
• Familiarity with ticketing systems and remote support tools.

Technologies & Tools

The Technical Support Specialist II will utilize a range of technologies and tools including customer relationship management (CRM) software, ticketing systems such as Zendesk or ServiceNow, remote access tools for troubleshooting, and standard office software like Microsoft Office Suite. Familiarity with medical device technology and related software applications is essential for effective problem resolution.

Ideal Candidates

Ideal candidates for the Technical Support Specialist II position are those who demonstrate a blend of technical proficiency and exceptional customer service skills. A strong problem solver with the ability to think critically under pressure, they are detail-oriented and strive for excellence in every customer interaction. They possess the ability to communicate complex information in an understandable manner, have a genuine passion for supporting users, and are eager to learn and adapt in a constantly evolving industry.