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

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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 will play a pivotal role in providing exceptional technical assistance to our clients, ensuring their queries are addressed promptly and effectively. This position operates on a Tuesday to Saturday schedule from 2:00 p.m. to 10:30 p.m. ET, focusing on troubleshooting, diagnosing, and resolving product-related issues while fostering strong relationships with customers. The ideal candidate will contribute to the support team's success by utilizing their technical expertise and communication skills to enhance customer satisfaction and maintain product integrity.

Job Responsibilities

• Provide timely technical support via phone, email, and chat to customers experiencing issues with QuidelOrtho products.
• Diagnose and resolve product malfunctions, ensuring outstanding customer experiences.
• Document all interactions with customers for tracking and analysis purposes.
• Collaborate with engineering and quality assurance teams to report software bugs and product improvement recommendations.
• Assist in the development of user guides, training materials, and knowledge base articles to enhance customer education.
• Participate in scheduled team meetings and contribute to ongoing training efforts.
• Monitor support metrics and strive to exceed key performance indicators (KPIs).

Qualifications

• Associate’s degree in a related field; Bachelor’s degree preferred.
• Minimum of 2 years of technical support experience, preferably within the medical device or laboratory environment.
• Proficiency in troubleshooting hardware and software issues.
• Strong verbal and written communication skills, with an ability to convey technical concepts clearly.
• Experience with customer relationship management (CRM) systems.
• Willingness to work evening and weekend shifts as required.
• Certification in CompTIA A+, ITIL, or similar is a plus.

Technologies & Tools

The Technical Support Specialist II will utilize a variety of technologies and tools to perform their duties effectively. These include customer support software, remote access tools for diagnosing issues, and collaboration platforms for communication with team members. Familiarity with laboratory and medical equipment is essential, alongside proficiency in database management systems to maintain accurate records of customer interactions and resolutions.

Ideal Candidates

Ideal candidates for the Technical Support Specialist II role possess strong analytical skills and a customer-focused mindset. They should demonstrate the ability to work independently while also collaborating effectively within a team environment. Candidates should be adaptable, demonstrating a proactive approach to problem-solving, and should exhibit a continual desire to learn and grow within their technical expertise and customer support skills. A passion for delivering high-quality support and nurturing customer relationships is vital to excel in this role.