Job Description

Associate Technical Support Specialist

If you have experience in a hospital setting with specimen processing, phlebotomy, or as a lab assistant in Blood Bank, Donor, Immunohematology, Chemistry, Hematology, Serology, Microbiology, Histology, or Cytology, we encourage you to apply.

As an Associate Technical Support Specialist, you will receive training on our Blood Bank and Donor applications, including their functionality and troubleshooting issues. Additionally, you will develop customer service skills to effectively communicate with clients, gather information, and resolve client issues.

This role is based in our office in Clearwater, Florida, and offers a hybrid work arrangement (2 days remote/3 days in-office) after successfully completing new-hire training.

Duties and Responsibilities:

Technical Duties:

• Mainly handles system issues or simple application problems related to the Blood Bank or Donor areas.
• Properly documents new tasks into the Case Management System (STAR/TMS)
• Performs simple troubleshooting of System issues or non-complex application issues using provided tools
• Immediately alerts appropriate SCC staff of client system critical conditions
• Redirects tasks to other technical departments upon completing preliminary investigation
• Escalates tasks to the appropriate Lead Technical Support Analyst or Technical Support Specialist per Departmental and Support guidelines
• Identifies commonly reoccurring system issues and reports this to the Team Manager or designee
• Assists with projects as assigned by the Team Manager
• Performs other duties as assigned

Support Activities - Participates in SCC's Support Mission and Goals by:

• Assigning an appropriate level of criticality to all support calls and tasks received
• Performing troubleshooting activities to identify the cause of a reported problem
• Documenting all actions taken during the problem resolution process
• Developing solutions to reported problems
• Searching online manuals and helpdesk for resolution to reported problems
• Collaborating with other support team members and SCC staff as directed to deliver timely and satisfactory resolutions to reported problems
• Providing timely follow-ups (status updates) to clients during the problem resolution process
• Escalating unresolved client issues to Tier 3 Support (Senior TSS)
• Initiate proactive calls to clients
• Attend client conference calls and meetings as needed

Development Activities - Works within a team structure to develop their individual and team skills by:

• Maintaining technical skills to be current with changes in technology
• Actively sharing discovered solutions to reported problems with other team members, departmental trainers, and with SCC Knowledgebase Administrator
• Identifying commonly reoccurring problems relating to software and hardware with notification to the Support Center Team Manager
• Participating in the training of new team members as directed by Support Center Team Manager
• Participates in corporate client service and technical training programs as assigned
• Maintains FDA compliance on regulated products with Risk To Health processing, complaint handling, and HIPAA policies

Administrative Duties

• Properly time sheets against the appropriate SCC tasks
• Properly uses the time clock as required to track working hours
• Reviews assigned workload to assess potential delays in the delivery of solutions
• Updates voice and email messages when absent from work
• Responds to voice and email messages in a timely manner

Job Specifications:

Education Required:

An Associate's degree in healthcare or a healthcare-related field, or a phlebotomy certification, is highly desirable.

Experience Desired:

Minimum of 2 years of experience in a hospital setting involved in specimen processing, phlebotomy, or as a lab assistant in the areas of Blood Bank, Donor, Immunohematology, Chemistry, Hematology, Serology, Microbiology, Histology, or Cytology. Previous experience in a service-related field, clinical laboratory, or a related computer position is also desirable.

Skills Required:

Knowledge:

• Proficient in the use of a PC
• Proficient in the use GUI applications such as Windows and MS Office
• Training in Laboratory Information Systems (LIS) or Computer Science is desirable

Skills:

• Analytical and problem-solving ability
• Ability to work independently
• Ability to collaborate with other team members
• Excellent communication skills (oral and written)
• Excellent interpersonal skills
• Ability to work effectively under stress
• Good keyboard/typing abilities
• Excellent teaching and presentation skills
• Excellent multi-tasking abilities

Travel Required:

No travel is required.

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