Senior Customer Support Engineer addressing high - severity technical escalations at Tailscale. Collaborating with engineering teams to resolve complex customer issues.
About the role
- Technical Support Specialist providing first line technical support for QuidelOrtho products and services. Handling customer complaints and troubleshooting issues for laboratory settings using strong analytical skills.
Responsibilities
- Provide first line technical assistance
- Complaint handling and problem resolution
- Triage calls to appropriate levels
- Effectively troubleshoots technical issues to optimize TSR dispatch rate
- Appropriately identifies and manages potential health and safety calls
- Acts as a customer advocate to represent customer needs internally
- Assures issues identified by customers are appropriately addressed
- Maintains high level of satisfaction relative to customer support
- Customer training registration and travel coordination
- Provide effective and proactive communication to all members of the regional team
- Provides formal customer training at customer site as required
- Provides translation verification assistance
- Participates in technical training of AM’s, LS’s, TSR’s or other internal employees
- Document all customer complaints and inquiries in accordance with company and department SOP’s
- Complete all required paperwork in a timely fashion
Requirements
- Education : Bachelor of Science, accredited Medical Laboratory program certification or equivalent
- Experience : Minimum 2 years’ laboratory experience
- Bilingualism – French (written and spoken)
- Good working knowledge of laboratory settings
- Excellent knowledge of QuidelOrtho products and services
- Good analytical skills with ability to troubleshoot complex system issues
- Good working knowledge of all Microsoft Office programs
- Strong organizational skills
- Strong collaboration skills
Benefits
- medical, dental, vision, life, and disability insurance
- 401(k) plan
- employee assistance program
- Employee Stock Purchase Plan
- paid time off (including sick time)
- paid Holidays
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