Technical Support Representative- Onsite
GTT, LLC
Irving, TX
technical
technical support
representative
onsite
technical
technical support
medical
healthcare
representative
representatives
remote
troubleshooting
laboratory
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November 28, 2022
GTT, LLC
Irving, TX
OTHER
Technical Support Representative- Onsite
Main Purpose Of Role
Main Responsibilities
About the Company
#ZR1
- 6 months contract
Main Purpose Of Role
- Technical Support Representative provides remote technical support to customers and field personnel for diagnostic products, instruments, and assays.
- This role serves as the first point of contact for medical diagnostics customers with instrument and/or assay issues.
- The representative is also responsible for developing customer relationships and enhancing customer experience.
- The role will initially include answering inbound phone calls, opening Service Tickets & triaging those tickets.
- This role will evolve to include troubleshooting & diagnosis of complex technical issues.
- The preferred candidate has a bachelor's Degree in Medical Technology or an equivalent science degree.
- 2-3 years of experience in a medical laboratory is preferred.
- Experience using Client diagnostic laboratory equipment is preferred.
Main Responsibilities
- The Technical Support Representatives will Manage and resolve complex customer issues via remote technology such as instrument screen sharing, predictive alerts, Log Analysis Tools, and Client link IoT solutions.
- Analyze problems, diagnose probable causes, and utilize troubleshooting techniques to resolve customer issues using technical information such as Operation Manuals, Knowledge Management, and Log Analysis Tools.
- The Technical Support Representatives will Utilize strong interpersonal communication skills while engaging with customers to resolve issues using the Achieving Service Excellence model.
- The Technical Support Representatives will Utilize the ticket documentation system to ensure all meaningful data is captured to support product design/customer usability per compliance standards.
- Demonstrate ability to recognize and document product performance trends within the quality system using the Global Service Reports.
- Communicates with peers, including Sales, Field Service, Global Service Support, and Quality via phone, e-mail, or instant messaging.
- Collaborates with team members and other support teams to ensure issue resolution.
- Must be available to work odd shifts in this busy 24x7x365 Technical Call Center.
About the Company
- Our client is a globally diversified healthcare company with a central purpose to help people live their healthiest possible lives. They offer a broad portfolio of market-leading products that align with favorable long-term healthcare trends in both developed and developing markets. Working with this company, you'll tackle a wide array of problems including some of the world's greatest healthcare challenges while experiencing myriad cultures, geographies, and technologies. They are creating the future of healthcare through life-changing technologies and products that make you healthier and stronger, quickly identify when you have a medical need, and treat conditions to help you get back to doing what you love. It serves people in more than 160 countries with leading medical devices, diagnostics, nutrition products, and branded generic medicines.
- If you are looking for a great company to work for, look no further because our client has received an average of a four-star rating from its thousands of employees that have written positive reviews on Glassdoor and Indeed.
#ZR1
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