Technical Support

The Technical Support Specialist will provides technical support to sales representatives and laypersons primarily via the telephone. Demonstrates knowledge and communication skills while providing excellent customer service to facilitate resolution of customer problems. Works closely with domestic Sales, Marketing, Customer Service, QA, QC, Research and Development to address customer concerns, determine corrective action and customer follow-up.

Ability to accept ownership and responsibility for meeting deadlines

Strong technical skills regarding principles of product technology and disease processes as they relate to our products

Good communication (speaking and listening), interpersonal and telephone skills

Solid organizational/time management skills

Good follow up skills

Good understanding of computer skills. Must be able to quickly learn new programs and/or modifi cations to the existing system.

Ability to work well under pressure and prioritize multiple tasks while maintaining a positive attitude

Attention to detail

Ability to handle highly confi dential subject matter

Ability to accept direction and constructive criticism

Ability to handle time sensitive projects with short notice

Ability to handle multiple tasks in a fast paced environment with moderate supervision

Travel: less than 10% domestically

Requirements

Respond to domestic technical support inquiries and complaints and troubleshoot as needed. Demonstrate understanding of the fundamentals of female reproductive cycle and disease processes as they relate to our products.

Data entry of all inquiries, complaints, orders and follow-up with customers and sales representatives

Support domestic Sales, Marketing, and Customer Service with product issues and customer confl icts

Responsible for initiating and coordinating Return Goods Authorizations (RGAs) for serialized items

Assist with managing and maintaining the instrument tracking module in our ERP system

Assists with the creation of customer accounts in myvirena.com for all Virena customers. Responsible for managing user accounts, reviewing new user requests and approving as appropriate. Maintains instrument pairing to ensure proper Virena router functionality. Works with outside resource to activate Virena routers upon shipment.

Assists with handling and managing instrument updates in the fi eld, including customer notifi cation and maintenance of ERP system information

Update technical documents as needed. For example: Technical Bulletins, Competitive Matrices, Troubleshooting Guides, etc.

Compile and analyze customer survey data

Review and complete profi ciency testing applications prior to deadlines

Compile, summarize, and distribute profi ciency data for assigned PT programs. Take a leadership role in proactively working with other departments to resolve any potential discrepancies as well as the resolution of any complaints.

Maintain product references and bibliographies

Miscellaneous administrative responsibilities, i.e. copying, faxing, ordering, fi ling, etc.

Carries out duties in compliance with established business policies

Perform other work-related duties as assigned

Education: Bachelors Degree

Benefits

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