Technical Support Specialist 1

• Technical Support Delivery:

• Responsible for the direct support of customers by answering inquiries and by providing technical solutions for instrument, printer, LIS, or basic assay related issues using telecommunication, chat, or other emerging technologies.
• Must demonstrate a basic understanding of the fundamentals of QuidelOrtho product technology and clinical use application and respond to technical support inquiries and complaints with a sense of urgency. Able to identify root cause to issues reported by customers and provide appropriate solutions.
• Communicates with empathy and respect to customers, peers, and business partners.
• Responsible for data entry of all inquiries, complaints, and follow-up with customers and sales representatives in compliance with global, local, and departmental policies and procedures and external regulatory agency requirements.
• Understands and complies with all current cGMP and quality system requirements as defined by management our/or outlined in standard operating procedures.
• Works both independently and collaboratively with the Technical Solutions Center team members, both locally and globally, to achieve goals.
• Actively maintains technical and procedure knowledge.
• Quality Focus:

• Supports Continuous Quality Improvement as well as customer satisfaction goals through modelling of appropriate ethical behavior in the work environment conducive to attaining goals and proper documentation of the customer interaction.
• Customer Focus:

• Clearly explain and present technical information to

• Evening and/or weekend shifts, as assigned.
• Overtime required occasionally.
• May occasionally participate in training peers

• AAS or certification in Engineering or Information Technology with call center experience preferred, OR
• BS in Life Sciences or STEM field, OR
• degree or certification in Medical Technology, Medical Laboratory Science, Information Systems preferred, OR
• High School diploma with minimum 2 years equivalent technical consumer support or similar industry-related experience.
• Customer focused with excellent communication skills (written and verbal)
• Ability to understand and comply with all current cGMP and quality system requirements as defined by management our/or outlined in Standard Operating Procedures.
• Basic technical skills regarding principles of product technology and disease processes as they relate to our products.
• Ability to analyze and interpret technical information provided by internal and external customers.
• Ability to accept ownership and responsibility for meeting deadlines.
• Good telephone skills / phone manner.
• Organizational/time management skills.
• Ability to handle time sensitive projects with short notice.
• Good follow up skills.
• Good understanding of computer skills with a focus on MS Office. Must be able to quickly learn new programs and/or modifications to the existing system.
• Ability to handle multiple tasks in a fast-paced environment.
• Ability to work well under pressure and prioritize multiple tasks while maintaining a positive attitude.
• Attention to detail.
• Ability to handle highly confidential subject matter.
• Ability to accept direction and constructive criticism.
• Dedication to the combined success of the team based in individual contributions as well as team-oriented collaboration

• Preferred:
• Bi-Lingual a plus.

• Typical office environment with long periods of sitting, typing, and extensive telephone work
• No strenuous physical activity, though occasional light lifting of files and related materials may be required.
• 80% of time working with customers, talking on the phone, conducting work on a computer.
• 10% of time interacting with TSC team members or receiving coaching and/or

QuidelOrtho