Technical Support Specialist

About the Role

As a Technical Support Specialist, I Your day would primarily consist of handling inbound customer calls related to our Unity Software Suite, working with our laboratory customers to resolve their Unity software issues. You will document customer calls/cases in our CRM database, Salesforce, and cases are managed there to completion. You would also, on occasion, have scheduled calls to assist with installations, upgrades, or more detailed software resolutions as needed. In addition to working with a solid team of Technical Support Specialists, you would have the opportunity to be on the forefront of new product offerings in the ever-changing world of laboratory healthcare.

Key Responsibilities

• Assist clinical laboratories who use Client Unity software suite, to provide the best care possible to their physicians and patients.


• Handle customer calls for requests and complaints per procedures, meet/exceed metrics expectations.


• Take ownership of the customer relationship and work to promptly resolve Unity software issues.


• Log/document cases in Salesforce (SFDC) Lightning CRM, manage cases to prompt resolution/closure.


• Learn and master our Unity software product offerings and how they can benefit our customers.

Basic Qualifications

• Bachelor s degree in an IT/computer or related technical discipline is strongly preferred. Associates degree in an IT/computer field plus a minimum of 2 years work experience in a related life science, clinical/technical or computer discipline may be considered.


• Two or more years of customer service/call center experience is required. Clear communication skills in English are required.


• Experience with Salesforce Lightning CRM strongly preferred.


• Experience in Information Technology related to life sciences, biotech, or medical/laboratory field very helpful.


• Experience with SQL Server and TCP-IP Connections preferred.


• Knowledge/awareness of quality control (QC) principles and QC data management software highly desired.


• Experience with OKTA, Citrix, ASTM/HL7 and Mirth Connect are strongly preferred.


• A desire to help people, solve problems, and learn something new every day.


• Must be willing to work during US service hours, our service hours are Mon-Fri, 5AM-4PM Pacific Time.

Preferred Qualifications

• Bachelor s degree in an IT/computer or related technical discipline is strongly preferred