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Tech Support Rep II

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Tech Support Rep II

  • 2020-17406
  • Irvine, California, United States

The Technical Support Representative II will provide superior customer service support to external and internal customers, marketing, sales force, selling units, distributors, product support, and partners. Responsible for troubleshooting, investigating, documenting, educating and providing information regarding implementation and functionality of all in-house developed QC data management and connectivity software products.

Responsibilities

Required to maintain high availability within the ACD phone system and accurately document customer interactions, complaints and resolutions within the department’s CRM. Attempt to close all opened tickets within 24 hours of receipt from customer. Strictly adhere to procedures and policies and report all compliance weaknesses to supervisor. Work with a team to perform root cause analysis, solve issues, create workarounds and document work according to procedures. Attend in-service, training, department, and other specified meetings.

Qualifications

Education:

Minimum High School graduate level education is required.

Associate or Bachelor degree, or equivalent combination of education and work experience in Information Technology is preferred 

 

Experience:

3-5 years customer service experience.

Experience with SQL Server, TCP-IP, and knowledge of Customer Relationship Management Database operations.

 

Skills:

Requires basic technical foundation and the ability to apply and communicate technical knowledge.

Requires good communication skills.

Position requires extensive phone use.

 

About Bio-Rad:

Bio-Rad is a global leader providing a broad array of clinical diagnostics and life science research products. With a team of more than 8,000 employees and a global network of operations serving our customers, we help people live longer, healthier lives. Bio-Rad was founded over six decades ago and has continued to provide the healthcare industry with innovative and useful products that help life science researchers accelerate the discovery process and medical diagnostic labs obtain faster, better results.

 

EEO/AA Employer/Veterans/Disabled/Race/Ethnicity/Gender/Age

 

Agency Non-Solicitation:

Bio-Rad does not accept agency resumes, unless the agency has been authorized by a Bio-Rad Recruiting Representative. Please do not submit resumes unless authorized to do so. Bio-Rad will not pay for any fees related to unsolicited resumes.

 

 

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