95 Support Specialist jobs in Ozone Park
Customer Support Specialist
Posted today
Job Viewed
Job Description
Category: Customer Service & Support
EmploymentType: Full-Time
Location: NJ-Clifton
LocationType: corporate
JobLocation: Clifton, New Jersey 07014
JobSummary: As a Customer Service Specialist, you will provide service & support for ALL lines of business handling inquiries from customers, members, or stores. Responsible for helping customers and stores in addressing issues, problem-solving, and improving overall experience. With an emphasis on delivering exceptional service, you will provide valuable input for overall experience & improvement strategies.
WhatYouDo:
- Promptly resolve inquiries from stores/members/customers via phone, email, or chat. - Provide accurate, valid, and complete information to stores/members/customers by effectively utilizing the proper methods/tools. - Listen to stores/members/customers concerns and complaints with the goal of identifying the causes of the problem. - May be required to work in one or multiple queues and/or skill sets. - Always provide appropriate solutions and alternatives within the time limits and follow-up to ensure resolution. - For institutional and bookseller store events: work with publisher to check price, availability, and terms. Responsible for placing orders with publishers by phone, email, or portal depending on publisher. - Handle outbound calls/emails to various vendors for product/order inquiries. - Complete all follow-up work related to customer orders and open incidents. - Handle special assignments as needed. - Work with Distribution Center personnel to arrange shipping for institutional orders as well as troubleshooting issues for all lines of business. - Participate actively in department meetings, providing vital feedback to improve development of various new programs. - Support additional duties as necessary in high volume or promotional periods. - Complete work according to standards as determined by department head, manager, and/or supervisor. - Escalate issues appropriately using good judgement in terms of what is out of the ordinary. - Adhere to work schedule as set by the needs of the contact center.
Knowledge&Experience:
- 2-3 years Customer Service Experience. - Excellent written and verbal communication skills - Ability to manage multiple projects simultaneously with attention to detail - Technologically astute - Excellent Microsoft Office Suite skills required - Ability to analyze customer situations and provide solutions - Troubleshooting, reporting and logical thinking skills - Organizational and teamwork skills required - Ability to organize, plan and prioritize workload and follow up - Communicate effectively, collaboratively, and comfortably with All.
Expected Behaviors
- Cooperative in supporting new policies, plans and procedures - A good company representative - Assertive without being overly aggressive, an empathetic listener - Ability to enforce company polices without creating negative reactions - Ability to communicate with credibility and confidence - Open to feedback and can reflect on this insight to develop and grow. - Curious and continues to develop deep knowledge about books and the industry. - Prioritize customer experience above all else. - Support results and understand financial factors. - Enjoy working with people and value them. - Well-organized and manages time efficiently. - Adapts well to and thrives in a dynamic and changing work environment. - Shift gears quickly, prioritize and multi-task. - Use good judgment and make good decisions. - Exhibit focus and thoughtfulness. - Remain calm and in control when situations escalate.
This role is currently hybrid with 3 days in the office
An employee in this position can expect a starting hourly rate of $ 18.00, depending on experience, seniority, geographic location, and other factors permitted by law.
Full Time (30+ hours per week) Benefits Include: Sick Pay, Employee Discount, Vacation, Personal Days and Company Holidays, 401(k), Health Benefits, Disability, Life Insurance, Transit, Tuition Reimbursement
EeoStatement: Barnes & Noble is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to age, race, color, ancestry, national origin, citizenship status, military or veteran status, religion, creed, disability, sex, sexual orientation, marital status, medical condition as defined by applicable law, genetic information, gender, gender identity, gender expression, hairstyle, pregnancy, childbirth and related medical conditions, reproductive health decisions, or any other characteristic protected by applicable federal, state, or local laws and ordinances.
Customer Support Specialist - RL
Posted today
Job Viewed
Job Description
Current Associates will need to apply through the internal career site. Please log into Workday and click on Menu or View All Apps, select the Jobs Hub app, then click the magnifying glass to Browse Jobs.
**Work Shift: Requires Saturday shift, and some Holidays**
**Work Type: On-Site. This is an On-Site role based out of our Location in Loveland, Colorado OR Fountain Valley, CA OR Lake Success, NY**
The Target Pay for this position is $21.00-$25.00 an hour. At Antech, pay decisions are determined using factors such as relevant job-related skills, experience, education, training and budget.
**Job Purpose/Overview**
The Customer Support Specialist delivers on the Antech Customer Service Vision of unwavering commitment to empathetic and caring veterinary diagnostic support. They are responsible for managing and servicing incoming customer calls with a customer-forward approach and a high level of empathy. This position requires a professional with strong relationship building and communication skills. The Customer Support Specialist accurately enters orders and is knowledgeable about Antech products and programs.
**Essential Duties and Responsibilities**
+ Provides superior customer service and remains solution driven with all customers and/or customer concerns.
+ Provide phone coverage within the queue
+ Handles customer issues, as needed, to ensure quality customer service.
+ Effectively uses multiple software systems to service accounts. This includesbut is not limited to Customer Relationship Management (CRM) Software, Enterprise Resource Planning (ERP) Software, and Microsoft Suite.
+ Demonstrates proficiency in all products and is seen as a knowledgeable resource in all product categories.
+ Investigates customer issues and finds appropriate solutions.
+ Takes incoming calls and places orders for supplies or consumables, or handles inquiries as requested.
+ Manages appropriate distributor relationships and other partnerships.
+ Updates data in Salesforce.com and sets up new accounts.
+ Communicates potential sales opportunities via leads to appropriate teams.
+ Other duties as assigned.
**Education** **and** **Experience**
+ High school diploma required.
+ Associates degree in business or veterinary related field, or equivalent related experience preferred.
+ Minimum of 2 years' experience in call center environment is preferred.
+ Working knowledge of veterinarian, medical information technology (IT) and/or clinical diagnostic environment preferred.
**Knowledge,** **Skills** **and Abilities**
+ Excellent customer service skills including patience, ability to listen and ability to provide a positive experience with all interactions.
+ Strong organizational skills and attention to detail.
+ Demonstrated ability to approach problems and find appropriate solutions.
+ Ability to work effectively in a team environment.
+ Ability to adapt and be flexible in a variety of situations.
+ Displays strong oral and written communication, especially over the telephone, with both internally and externally customers.
+ Accurate and efficient data entry skills.
+ Intermediate ability with Microsoft Office Suite, Internet Software and E-mail required.
+ Intermediate ability with Salesforce.com or similar CRM (Customer Relationship Management) preferred.
+ Ability to maintain quality assurance metrics for queueas determined by Customer Support Leadership and the Support Enablement Team.
**Working Conditions**
The associate is regularly required to apply manual dexterity, including hand/wrist flexibility, for computer keyboarding. The associate frequently is required to sit for extended periods of time, stand, walk, and reach with hands and arms. The associate is frequently required to hear and speak in order to use the telephone, make presentations and communicate with people in an office or virtual environment. The associate is occasionally required to sit and stoop, bend, kneel, or crouch. The associate must occasionally lift and/or move up to 15 pounds.
The associate will primarily work in a typical office environment or a remote home office. The noise level in the work environment is usually moderate. The associate will be required to use a computer, spreadsheets, data base management, email, video conferencing and the Internet. The associate is frequently required to use a calculator; fax, copy machine, and phone system. The associate must occasionally use media equipment such as an overhead projector, PowerPoint, and Microsoft Teams. Environment where pets are present
**About Antech**
Antech is a leader in veterinary diagnostics, driven by our passion for innovation that delivers better animal health outcomes. Our products and services span 90+ reference laboratories around the globe; in-house diagnostic laboratory instruments and consumables, including rapid assay diagnostic products and digital cytology services; local and cloud-based data services; practice information management software and related software and support; veterinary imaging and technology; veterinary professional education and training; and board-certified specialist support services.
_Antech offers an industry competitive benefits package and continues to invest in and evolve benefits programs that meet the health, wellness and financial needs of our associates._
+ All Full-time associates are eligible for the following benefits and more:
+ Paid Time Off & Holidays
+ Medical, Dental, Vision (Multiple Plans Available)
+ Basic Life (Company Paid) & Supplemental Life
+ Short and Long Term Disability (Company Paid)
+ Flexible Spending Accounts/Health Savings Accounts
+ Paid Parental Leave
+ 401(k) with company match
+ Tuition/Continuing Education Reimbursement
+ Life Assistance Program
+ Pet Care Discounts
We are proud to be an Equal Opportunity Employer - Veterans / Disabled. For a complete EEO statement, please see our Career page at Antech Careers ( .
**Note to Search Firms/Agencies**
Antech Diagnostics, Inc. and its subsidiaries and affiliates (Antech) do not compensate search firms for unsolicited assistance unless they have a written search agreement with Antech and the requisition is position-specific. Any resumes, curriculum vitae, and other unsolicited assistance from search firms that do not have a written search agreement or position-specific requisition submitted to any Associate of Antech will be deemed the sole property of Antech and no fee will be paid in the event the candidate is hired by Antech.
TECHNICAL SUPPORT SPECIALIST
Posted 24 days ago
Job Viewed
Job Description
- Flexible and hybrid work arrangements
- Paid time off/Paid company holidays
- Medical plan options/prescription drug plan
- Dental plan/vision plan options
- Flexible spending and health savings accounts
- 401(k) retirement savings plan with a Roth savings option and company matching contributions
- Educational assistance program
Overview
The Technical Support Specialist (TSS) will provide professional support via phone and email to external clients and Account Managers for subscriptions to the AM Best product line, Best's Client Portal and AM Best website. The TSS will work closely with various internal departments to resolve client issues and answer complex data inquiries.
Responsibilities
• Monitor all mailbox(es) the team has access to and handle appropriately
• Troubleshoot, document, and resolve customer inquiries via e-mail and phone, providing support for installation and usage of all AMB applications and services
• Document in detail, follow-up and review all cases (for accuracy and reporting purposes) entered in the internal tracking system (Salesforce) and ensure they are being resolved in a timely manner
• Communicate with management and other departments as needed to resolve escalated cases
• Review internal documentation/databases related to product enhancements and updates, as needed
• Recognize and recommend product improvements while reviewing case details
• Participate in the onboarding project and ad hoc projects as needed
Qualifications
• High School diploma required
• 2 - 4 years prior help desk and/or customer service experience required
Skills
• Ability to work independently yet collaborate in a team environment
• Ability to handle multiple priorities and projects simultaneously
• Excellent communication and interpersonal skills (written and verbal) with demonstrated ability to translate technical information to a non-technical audience. Strive for first call resolution
• Maintain a positive work environment by acting and communicating in a professional, courteous, respectful, ethical manner with customers, clients, coworkers and supervisors
• Strong computer skills, including MS Word and Excel and familiarity with various operating systems
• Have an aptitude for technology and enjoy problem solving
• Ability to meet deadlines and manage expectations on a daily basis
Technical Support Specialist
Posted 24 days ago
Job Viewed
Job Description
The Rallye Motor Company, Long Island's premier luxury automotive dealership, has an immediate career opportunity for a Help Desk Technician to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them. An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution.
Range - $25 - $28 Hourly (Based on experience)
Technical Support:
- Act as the first point of contact for users experiencing desktop, laptop, application, and password issues.
- Provide technical troubleshooting and resolution for computer hardware, software applications, mobile devices, and network hardware.
- Respond to and resolve technical issues via phone, email, remote access, and in-person support.
- Escalate complex or unresolved issues to Tier II/III support teams as necessary.
- Handle escalated customer support issues efficiently, maintaining high levels of customer satisfaction.
System Setup and Maintenance:
- Install, configure, and maintain desktops, laptops, tablets, printers, scanners, presentation equipment, and other peripherals.
- Deploy and maintain operating system and application security patches for workstations and thin clients.
- Manage user accounts, permissions, and access in compliance with IT security policies and procedures.
- Prepare and image desktop and mobile hardware for daily operations and special projects.
Documentation and Process Improvement:
- Update and maintain standard operating procedures related to software and hardware deployments, account administration, and helpdesk tasks.
- Draft knowledgebase articles, FAQs, and user guides to assist with common issues and improve user training.
- Collaborate with cross-functional teams to identify and implement process improvements, ensuring timely resolution of complex issues.
- Provide continuous knowledge transfer to peers to optimize first-call resolution rates.
Monitoring and Reporting:
- Monitor open incidents and requests, ensuring timely follow-ups and resolution.
- Escalate Tier II and III issues to management as needed.
- Raise potential outages to management and assist with root cause analysis and rapid response.
Requirements
- Minimum of 2 years of experience diagnosing, troubleshooting, and resolving technical issues in a high-call volume enviornment.
- Proficiency in supporting Google Enterprises, Active Directory, Windows and Apple environments.
- Networking background highly desirable, SD-WAN, VLANs, Switches, and Firewalls experience preferred.
- Strong communication and interpersonal skills with a customer-focused attitude.
- Rapid adaptability to gain expertise with complex technical solutions.
- Good understanding of computer systems, mobile devices and other tech products.
- Ability to diagnose and resolve basic technical issues.
- Proficiency in English.
- Excellent communication skills a must.
Benefits
- Great benefits package including medical, dental and vision coverage for employee & family!
- Company paid life insurance and optional additional coverage.
- Voluntary short term and long term disability available.
- Additional voluntary benefits including Aflac and LegalShield!
- Paid time off!
- Paid holidays!
- 401K plan!
- Employee Assistance Program & More!
Technical Support Specialist
Posted today
Job Viewed
Job Description
The Rallye Motor Company, Long Island's premier luxury automotive dealership, has an immediate career opportunity for a Help Desk Technician to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them. An excellent Help Desk Technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution.
Range - $25 - $28 Hourly (Based on experience)
Technical Support- Act as the first point of contact for users experiencing desktop, laptop, application, and password issues.
- Provide technical troubleshooting and resolution for computer hardware, software applications, mobile devices, and network hardware.
- Respond to and resolve technical issues via phone, email, remote access, and in-person support.
- Escalate complex or unresolved issues to Tier II/III support teams as necessary.
- Handle escalated customer support issues efficiently, maintaining high levels of customer satisfaction.
- Install, configure, and maintain desktops, laptops, tablets, printers, scanners, presentation equipment, and other peripherals.
- Deploy and maintain operating system and application security patches for workstations and thin clients.
- Manage user accounts, permissions, and access in compliance with IT security policies and procedures.
- Prepare and image desktop and mobile hardware for daily operations and special projects.
- Update and maintain standard operating procedures related to software and hardware deployments, account administration, and helpdesk tasks.
- Draft knowledgebase articles, FAQs, and user guides to assist with common issues and improve user training.
- Collaborate with cross-functional teams to identify and implement process improvements, ensuring timely resolution of complex issues.
- Provide continuous knowledge transfer to peers to optimize first-call resolution rates.
- Monitor open incidents and requests, ensuring timely follow-ups and resolution.
- Escalate Tier II and III issues to management as needed.
- Raise potential outages to management and assist with root cause analysis and rapid response.
Technical Support Specialist
Posted 3 days ago
Job Viewed
Job Description
General Purpose of Job/Summary: Note-3 days in New York City, 2 days in Paramus, NJ The technical support specialist monitors inbound service requests; provide timely updates and resolution to open service requests; troubleshoot end user issues and escalate as needed; perform software installation and hardware repair; research and implement fixes for new issues; provide remote support, computer imaging and set up; and perform other duties and projects as assigned. Essential duties and responsibilities include but are not limited to: • Handle break/fix, configuration issues, troubleshooting, software installations, and hardware repair (including in-house repair or coordinating depot services) • Provide first and second tier knowledge and support of all client applications and escalate infrastructure issues when required. • Collaborates with systems administrator and/or infrastructure team • Resolve and update Service Requests accurately and timely within the company’s designated platforms and SLA • Provide documentation of resolutions within the Knowledge Base and assist with publishing Knowledge Articles. • Ensure end-user experience meets the expectations of the organization, (i.e. employee onboarding and offboarding experience and training) • Follow standard operating procedures and provide feedback as necessary (i.e. onboarding, systems access) • Responsible for maintaining asset management, such as inventory and end user devices • Responsible for creating and conducting training programs to educate our users on all our desktop platforms • Assist in project work as needed • Administer user accounts including Add/Change/Delete functions. • Administer device provisioning including mobile devices ( using Microsoft Intune • Administer MFA/2FA authentication services, including Okta and Microsoft Authenticator. • Printers/copiers/plotters • Phone systems (work with phone provider on all provisioning and troubleshooting • Mainting • Process improvements: o Analyze tools used by the organization and find ways to fully utilize the existing tools within the organization o Analyze tickets, and user behaviors and identify opportunities to enhance the system, processes or educate users • Administer Office 365 users including E-Mail, SharePoint, OneDrive and all Office products. • Administer and support VOIP and Video Conferencing solutions • Provide white glove support for VIP employees, including C-Suite executives • Repair and recover from hardware or software failures. Coordinate and communicate with impacted constituencies. Communicate effectively, both orally and in written form, technical information with a wide variety of individuals and groups. • Ability to work in front of a computer screen and/or perform typing for approximately 80% of a typical working day • Ability to travel between offices as necessary. This position will support the NY and NJ offices onsite • Flexibility for attending or responding to early morning and late night meetings and inquiries • Ability to provide after-hours support when needed Cybersecurity • Collaborate with cybersecurity team and managed service provider on UE cybersecurity initiatives, including the vulnerability management program, risk management program, and remediations. • Assist with Disaster Recovery and business continuity plan as it relates to technology as needed • Report cyber-attacks NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as needed to meet the ongoing needs of the organization. Job Qualifications: • Experience with cloud technology including Azure and M365 • Excellent technical knowledge of desktop/laptop hardware and mobile devices • Working technical knowledge of network protocols and operating systems • Excellent knowledge of Active Directory • Experience with helpdesk and remote control tools • Technical certifications are a plus, but not required. Education/Experience: Required • BS/BA in computer science, information systems, or related field; or equivalent work • 2-5 years of IT Helpdesk experience #J-18808-Ljbffr
Technical Support Specialist
Posted 3 days ago
Job Viewed
Job Description
Job DescriptionJob Description General Purpose of Job/Summary: The technical support specialist monitors inbound service requests; provide timely updates and resolution to open service requests; troubleshoot end user issues and escalate as needed; perform software installation and hardware repair; research and implement fixes for new issues; provide remote support, computer imaging and set up; and perform other duties and projects as assigned. Essential duties and responsibilities include but are not limited to: • Handle break/fix, configuration issues, troubleshooting, software installations, and hardware repair (including in-house repair or coordinating depot services) • Provide first and second tier knowledge and support of all client applications and escalate infrastructure issues when required. • Collaborates with systems administrator and/or infrastructure team • Resolve and update Service Requests accurately and timely within the company’s designated platforms and SLA • Provide documentation of resolutions within the Knowledge Base and assist with publishing Knowledge Articles. • Ensure end-user experience meets the expectations of the organization, (i.e. employee onboarding and offboarding experience and training) • Follow standard operating procedures and provide feedback as necessary (i.e. onboarding, systems access) • Responsible for maintaining asset management, such as inventory and end user devices • Responsible for creating and conducting training programs to educate our users on all our desktop platforms • Assist in project work as needed • Administer user accounts including Add/Change/Delete functions. • Administer device provisioning including mobile devices ( using Microsoft Intune • Administer MFA/2FA authentication services, including Okta and Microsoft Authenticator. • Printers/copiers/plotters • Phone systems (work with phone provider on all provisioning and troubleshooting • Mainting • Process improvements: o Analyze tools used by the organization and find ways to fully utilize the existing tools within the organization o Analyze tickets, and user behaviors and identify opportunities to enhance the system, processes or educate users • Administer Office 365 users including E-Mail, SharePoint, OneDrive and all Office products. • Administer and support VOIP and Video Conferencing solutions • Provide white glove support for VIP employees, including C-Suite executives • Repair and recover from hardware or software failures. Coordinate and communicate with impacted constituencies. Communicate effectively, both orally and in written form, technical information with a wide variety of individuals and groups. • Ability to work in front of a computer screen and/or perform typing for approximately 80% of a typical working day • Ability to travel between offices as necessary. This position will support the NY and NJ offices onsite • Flexibility for attending or responding to early morning and late night meetings and inquiries • Ability to provide after-hours support when needed Cybersecurity • Collaborate with cybersecurity team and managed service provider on UE cybersecurity initiatives, including the vulnerability management program, risk management program, and remediations. • Assist with Disaster Recovery and business continuity plan as it relates to technology as needed • Report cyber-attacks NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as needed to meet the ongoing needs of the organization. Job Qualifications: • Experience with cloud technology including Azure and M365 • Excellent technical knowledge of desktop/laptop hardware and mobile devices • Working technical knowledge of network protocols and operating systems • Excellent knowledge of Active Directory • Experience with helpdesk and remote control tools • Technical certifications are a plus, but not required. Education/Experience: Required • BS/BA in computer science, information systems, or related field; or equivalent work • 2-5 years of IT Helpdesk experience Powered by JazzHR unNgLzAjmK #J-18808-Ljbffr
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Customer Support Specialist US (Remote)
Posted today
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Job Description
We are searching for a friendly and highly analytical customer service specialist to join our customer care team. In this role, you will answer customer queries and resolve issues via appropriate channels, maintain knowledge of our products and services, obtain customer feedback, and provide training to new hires.
A top-notch Customer Service Specialist will demonstrate excellent time management skills and be passionate about customer service and self-improvement. Ideal candidates should be great brand ambassadors who are willing to go the extra mile to ensure customer satisfaction.
Customer Service Specialist Responsibilities:
- Promptly responding to customer queries via email, live chat, video, phone, and social media channels.
- Immediately escalating serious complaints or issues that you are not equipped to deal with.
- Liaising with colleagues or managers to find the best solutions to customers issues.
- Identifying common problems and escalating them to management, along with possible suggestions for improvement, wherever possible.
- Maintaining a polite, helpful, and professional manner at all times.
- Obtaining and sharing customer feedback with colleagues and other departments so that products and services can be improved.
- Familiarizing yourself with new products and services as they are introduced.
- Attending workshops and meetings as required.
- Providing training to new customer service agents.
- Respecting client confidentiality at all times.
- High school diploma or GED.
- Bachelors degree in business, communications, or a related field may be advantageous.
- Practical experience with help desk software, such as Zendesk, and CRM software, such as salesforce sales cloud, may be required.
- Previous experience in a customer service role is preferred.
- The ability to respond appropriately under pressure.
- Sound judgment and excellent problem-solving skills.
- The ability to speak a second language may be advantageous.
- A positive attitude and the ability to build relationships with clients.
- The flexibility to work irregular hours, when required.
- Superb written and verbal communication skills.
Required Skills:
•Customer Support
Salary Package:
$ 20.00 - 35.00 (US Dollar)
Package Details:
Customer Support Specialist - Reference Lab (Evergreen)
Posted today
Job Viewed
Job Description
Current Associates will need to apply through the internal career site. Please log into Workday and click on Menu or View All Apps, select the Jobs Hub app, then click the magnifying glass to Browse Jobs.
**Must be located in or near Loveland, CO, Lake Success NY, OR Fountain Valley CA.**
This is created for those who would like to be considered for a Customer support position in the future.
**Job Purpose/Overview**
The Customer Support Specialist delivers on the Antech Customer Service Vision of unwavering commitment to empathetic and caring veterinary diagnostic support. They are responsible for managing and servicing incoming customer calls with a customer-forward approach and a high level of empathy. This position requires a professional with strong relationship building and communication skills. The Customer Support Specialist accurately enters orders and is knowledgeable about Antech products and programs.
**Essential Duties and Responsibilities**
+ Provides superior customer service and remains solution driven with all customers and/or customer concerns.
+ Provide phone coverage within the queue
+ Handles customer issues, as needed, to ensure quality customer service.
+ Effectively uses multiple software systems to service accounts. This includes but is not limited to Customer Relationship Management (CRM) Software, Enterprise Resource Planning (ERP) Software, and Microsoft Suite.
+ Demonstrates proficiency in all products and is seen as a knowledgeable resource in all product categories.
+ Investigates customer issues and finds appropriate solutions.
+ Takes incoming calls and places orders for supplies or consumables, or handles inquiries as requested.
**Additional for Reference Lab Team members:**
+ Fax reports via automated and/or manual methods
+ Process requests to add, cancel and/or recheck tests
+ Process supply orders
+ Understand and be able to effectively explain differences in tests, methodologies and profiles that are offered by the laboratory
+ Accurately relay proper specimen handling requirements
+ Accurately relay test turnaround times
+ Verbally communicate test results over the phone when requested
+ Locate and pull test request forms to verify information as requested by the client
+ Effectively navigate through laboratory and CRM software systems
+ Provide detailed notes within accessions
+ Accurately create and turn over problem cases
+ Transfer calls to satellite laboratories, as well as other departments, queues and/or employees when appropriate
+ Cultivate and maintain a well-rounded knowledge of the daily proceedings of the laboratory
+ Possess strong problem solving skills, but is also able to effectively route issues to the proper personnel for resolution
+ Effectively handle consultation calls once the CS queues are mastered:
+ Set-up and transfer calls to either Internal Medicine or Exotic consultants
+ Email consult requests to outside/specialty consultants via Outlook email
+ Pull ISIS reference ranges and fax to clients anytime reports do not include normal interpretive guidelines
**Education and Experience**
+ High school diploma required.
+ Associates degree in business or veterinary related field, or equivalent related experience preferred.
+ Minimum of 2 years' experience in call center environment is preferred.
+ Working knowledge of veterinarian, medical information technology (IT) and/or clinical diagnostic environment preferred.
**Knowledge, Skills and Abilities**
+ Excellent customer service skills including patience, ability to listen and ability to provide a positive experience with all interactions.
+ Strong organizational skills and attention to detail.
+ Demonstrated ability to approach problems and find appropriate solutions.
+ Ability to work effectively in a team environment.
+ Ability to adapt and be flexible in a variety of situations.
+ Displays strong oral and written communication, especially over the telephone, with both internally and externally customers.
+ Accurate and efficient data entry skills.
+ Intermediate ability with Microsoft Office Suite, Internet Software and E-mail required.
+ Intermediate ability with Salesforce.com or similar CRM (Customer Relationship Management) preferred.
+ Ability to maintain quality assurance metrics for queue as determined by Customer Support Leadership and the Support Enablement Team.
**Working Conditions**
The associate is regularly required to apply manual dexterity, including hand/wrist flexibility, for computer keyboarding. The associate frequently is required to sit for extended periods of time, stand, walk, and reach with hands and arms. The associate is frequently required to hear and speak in order to use the telephone, make presentations and communicate with people in an office or virtual environment. The associate is occasionally required to sit and stoop, bend, kneel, or crouch. The associate must occasionally lift and/or move up to 15 pounds.
The associate will primarily work in a typical office environment or a remote home office. The noise level in the work environment is usually moderate. The associate will be required to use a computer, spreadsheets, data base management, email, video conferencing and the Internet. The associate is frequently required to use a calculator; fax, copy machine, and phone system. The associate must occasionally use media equipment such as an overhead projector, PowerPoint, and Microsoft Teams. Environment where pets are present
**About Antech**
Antech is a leader in veterinary diagnostics, driven by our passion for innovation that delivers better animal health outcomes. Our products and services span 90+ reference laboratories around the globe; in-house diagnostic laboratory instruments and consumables, including rapid assay diagnostic products and digital cytology services; local and cloud-based data services; practice information management software and related software and support; veterinary imaging and technology; veterinary professional education and training; and board-certified specialist support services.
_Antech offers an industry competitive benefits package and continues to invest in and evolve benefits programs that meet the health, wellness and financial needs of our associates._
+ All Full-time associates are eligible for the following benefits and more:
+ Paid Time Off & Holidays
+ Medical, Dental, Vision (Multiple Plans Available)
+ Basic Life (Company Paid) & Supplemental Life
+ Short and Long Term Disability (Company Paid)
+ Flexible Spending Accounts/Health Savings Accounts
+ Paid Parental Leave
+ 401(k) with company match
+ Tuition/Continuing Education Reimbursement
+ Life Assistance Program
+ Pet Care Discounts
We are proud to be an Equal Opportunity Employer - Veterans / Disabled. For a complete EEO statement, please see our Career page at Antech Careers ( .
**Note to Search Firms/Agencies**
Antech Diagnostics, Inc. and its subsidiaries and affiliates (Antech) do not compensate search firms for unsolicited assistance unless they have a written search agreement with Antech and the requisition is position-specific. Any resumes, curriculum vitae, and other unsolicited assistance from search firms that do not have a written search agreement or position-specific requisition submitted to any Associate of Antech will be deemed the sole property of Antech and no fee will be paid in the event the candidate is hired by Antech.
Technical Support Specialist - Swing Shift
Posted 22 days ago
Job Viewed
Job Description
Posting Type
Remote
Job Overview
The Technical Support Specialist provides technical support aligned with a specific product vertical to a mix of technical and non-technical customers by diagnosing, troubleshooting, repairing and debugging complex software and/or networked systems. You will have frequent phone and email interaction with our customers and require the development of in-depth technical product, SQL, network and server knowledge and exceptional customer service skills.On a daily basis, the Technical Support Specialist creates, resolves, and maintains tickets, while working within their product vertical to resolve issues and escalate tickets to other teams and verticals. It is essential that the Technical Support Specialist maintains accurate records of all activities and interactions in Salesforce and responds to clients within identified service level agreements. You will inform management of important issues regarding personnel, performance, client perception, and project statuses, and work with colleagues to ensure quality service. This role will report to the Manager of Customer Support.
The working hours are a fixed 9-hour Monday-Friday shift from 11am-8pm Central US Time with a 1-hour meal break for a minimum of 12 months, and this shift offers a compensation differential.
Job Description and Requirements
Your Role in Action: Technical Skills/Responsibilities
Use SQL applications and tools to run basic SQL queries
Respond to client questions, problems, and work requests on a daily basis
Develop an expertise in company products and services and the initiative to take an active role in sharing this knowledge with customers
Partner with senior level team members as needed to troubleshoot and resolve customer incidents
Have or develop the experience to capably perform the Technical Support Specialist position responsibilities
Policy and Procedure Skills
Follow appropriate procedures for creating, categorizing, updating, escalating, transitioning, and resolving tickets. Attention to proper detail when coding and documenting tickets is essential for accurate reporting and maintaining historical ticket data
Monitor assigned open tickets, contact customers, and update tickets on a timely basis
Provide responsive support to clients during normal shift hours, when scheduled for early and late shifts, and as identified for on-call or as requested by management. Early/Late shifts and on-call could be required of the qualified Technical Support Specialist staff
Complete all daily tasks and projects
Track time daily
Expectations of the Role
Is flexible to work a fixed 9-hour Monday-Friday shift from 11am-8pm CST with a 1-hour meal break, on-call schedule, or other time frames specified by management
Able to work the 11am-8pm CST for a minimum of 12 months
Able to work an 8/9-hour Monday-Friday shift from 8am-5pm CST with meal break for the first 3 months of onboarding
Provide excellent customer service using the communication methods designated by Relativity
Demonstrate initiative to learn new skills, such as SQL applications and tools to run basic SQL queries
Meet identified goals regarding customer service tech support metrics
Commitment to and consistent demonstration of core company values
Your Skills
Customer support experience
Client-focused and ability to understand expectations
Direct experience supporting clients as a primary contact or lead using phone and email
Experience troubleshooting complex issues
SQL and Windows platform experience
Travel 10% of the time
Relativity is committed to competitive, fair, and equitable compensation practices.
This position is eligible for total compensation which includes a competitive base salary, an annual performance bonus, and long-term incentives.
The expected salary range for this role is between following values:
$54,000 and $80,000The final offered salary will be based on several factors, including but not limited to the candidate's depth of experience, skill set, qualifications, and internal pay equity. Hiring at the top end of the range would not be typical, to allow for future meaningful salary growth in this position.