Technical Support Specialist 2

About the role

This position is within a 24/7 call center. It is expected for this individual to have flexibility working 2nd or 3rd shifts and/or weekends, including some holidays. Your schedule will be determined on a quarterly basis.

Responsibilities

• Analyze basic problems with non-functioning electro/mechanical equipment, software applications or reagents to identify problem areas and recommend corrective action.
• Provide technical assistance to sales, marketing and other Roche departments.
• Serve as the primary support liaison between Roche and the customer.
• Recommend solutions to customer’s application questions.
• Maintain a database of problems to analyze and report recurring issues.
• Contribute independently or with a team towards a program or department goal or service.
• Interface with internal customers and departments.
• Maintain and continuously improve the quality system and achieve quality objectives through daily actions.

Requirements

• Aceess to a reliable internet connection and a quiet workspace.
• Associate’s degree or equivalent military training in medical technology, electronics or related field.
• Prior phone customer service experience.
• Clinical chemistry applications background.
• Training in cobas 6000, cobas 8000, or cobas pro, cobas pure, mass spec.
• Interest/ability in working 2nd or 3rd shift.
• Interest/ability in working a Saturday or Sunday in schedule.

Qualifications

• Bachelor's degree preferred, or Associates degree in medical or STEM, or equivalent field.
• Service or CSC experience.
• Interest in working in a remote setting.

Skills

• Problem-solving skills.
• Technical knowledge in medical technology, electronics, or related fields.
• Customer service skills.
• Ability to work flexible hours.
• Attention to detail.

Benefits

The expected salary range for this position based on Indianapolis, IN is $47,600.00 - $88,400.00/year. Actual pay will be determined based on experience, qualifications, geographic location, and other job-related factors permitted by law. A discretionary annual bonus may be available based on individual and Company performance.

Benefits are detailed at the link provided below.

This position also qualifies for the benefits detailed at the link provided below.