Technical Support Specialist II (Tu - Sa 2:00 p.m. - 10:30 p.m. ET)

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Job Overview

As a Technical Support Specialist II at QuidelOrtho, you will play a key role in ensuring the efficient operation of technical support functions, addressing complex customer queries, and providing solutions for technical issues. Your shift will fall from Tuesday to Saturday, 2:00 p.m. to 10:30 p.m. ET. The position requires a proactive approach to problem-solving, excellent communication skills, and the ability to work collaboratively within a team environment to deliver exceptional customer service while maintaining product knowledge and support documents.

Job Responsibilities

• Respond to customer inquiries regarding technical products and services with professionalism and efficiency.
• Diagnose and resolve technical issues related to product applications and usage.
• Maintain clear documentation of support interactions and solutions provided in the ticketing system.
• Collaborate with cross-functional teams to troubleshoot and escalate complex issues when necessary.
• Provide feedback on recurring issues and suggest improvements to product documentation and support processes.
• Participate in ongoing training and development to remain current with technological advancements and product updates.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• A minimum of 2 years of experience in a technical support role, preferably in a healthcare or diagnostics setting.
• Strong understanding of technical troubleshooting methods and problem-solving techniques.
• Excellent verbal and written communication skills to clearly articulate technical information to customers and team members.
• Proficiency in using support ticketing systems and remote support tools.
• Ability to work independently and manage time effectively in a fast-paced environment.

Technologies & Tools

The Technical Support Specialist II position utilizes various technologies and tools, including customer relationship management (CRM) software, support ticketing systems (e.g., Zendesk, ServiceNow), remote desktop software, and standard office productivity tools such as Microsoft Office Suite. Familiarity with industry-specific software and diagnostic tools relevant to QuidelOrtho’s product range is also essential for optimal performance in this role.

Ideal Candidates

Ideal candidates for the Technical Support Specialist II position are those who possess a strong customer-oriented mindset and have a passion for technology. They should demonstrate resilience in high-pressure situations, coupled with the skill to efficiently manage multiple tasks. Excellent interpersonal skills, a positive attitude, and the ability to work collaboratively within a team are essential for providing top-notch service to QuidelOrtho's clientele. A commitment to continuous learning and adaptation in a rapidly changing environment is also highly valued.