Technical Support Specialist

About the Role   As a Technical Support Specialist, you will primarily handle inbound customer calls related to our Unity Software Suite, assisting laboratory customers in resolving software issues. You'll document cases in Salesforce CRM and manage them to resolution. Occasionally, you'll support installations, upgrades, and complex troubleshooting. Join a strong team at the forefront of laboratory healthcare technology.

Key Responsibilities    Assist clinical labs using the Unity software suite to support patient care
Handle customer calls for requests and complaints, meeting or exceeding performance metrics
Take ownership of customer issues and ensure prompt resolution
Log and manage cases in Salesforce Lightning CRM
Master Unity software products and their benefits to customers
Basic Qualifications    Bachelor's degree in IT, computer science, or related field preferred; associate degree plus 2+ years relevant experience considered
Minimum 2 years customer service/call center experience with strong English communication skills

Experience with Salesforce Lightning CRM preferred
IT experience in life sciences, biotech, or clinical/lab environment is a plus
Familiarity with SQL Server, TCP/IP connections preferred
Knowledge of quality control principles and QC data management software desired

Experience with OKTA, Citrix, ASTM/HL7, and Mirth Connect preferred
Willingness to work US Pacific Time hours (Mon-Fri, 5AM-4PM PT)
A passion for helping people, problem-solving, and continuous learning