Technical Support Specialist
BioPhase Solutions - San Diego, CA

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BioPhase Solutions specializes in recruiting top talented professionals for San Diego's Scientific community. We are currently looking for a Technical Support Specialist to work for a leading San Diego biotechnology company.

Technical Support Specialist

The Technical Support team is responsible for providing troubleshooting support for clients and partners who use our diagnostic tests in hospitals, clinics, and patient point-of-care facilities. This is NOT an IT position but it is a challenging and rewarding opportunity for someone with a life sciences background. As a Technical Support Specialist, you will be responsible for taking incoming calls from medical professionals, sales representatives and laypersons who are using diagnostic kits to help them better use the products. You will have the opportunity to apply your in-depth medical knowledge and exceptional communication skills by providing excellent customer service to solve customer problems while maintaining a positive attitude and a commitment to team success. You will collaborate closely with Global Sales, Marketing, Customer Service, QA, and R&D teams to address customer concerns, determine corrective action and provide customer follow-up.

Primary Responsibilities:
Manage a high volume of inbound calls from existing clients and product users

Evaluate the root cause of the problem that the user is having with our kits

Provide an immediate solution to the user in a polite and efficient manner

Determine why the problem occurred and escalate the problem to our technical divisions if necessary

Draw on your scientific knowledge to communicate knowledgeably and efficiently with our clients and end users

Deliver web-based training and other information to customers to support adoption and use of products

Requirements

BS/BA in Life Sciences, plus 2-5 years related work experience is required

Some experience with medical instrumentation preferred

Excellent telephone skills/phone manner, organizational and time management abilities

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

Excellent communication (speaking and listening) and interpersonal skills

Exceptional follow up, attention to detail and high level of confidentiality

Demonstrated success in working well under pressure and prioritizing multiple tasks, while maintaining a positive attitude

Ability to accept ownership and responsibility for meeting deadlines

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