Technical Support Specialist conducting sample analyses using LFD and ELISA test kits at Romer Labs. Engage with customers by providing training and addressing technical inquiries.
About the role
- Technical Support Engineer delivering excellent customer service while resolving tier 1 tickets for clients. Responsible for documentation and compliance with cybersecurity protocols.
Responsibilities
- Resolve tier 1 level ticket requests supporting clients
- Provide high quality written and verbal customer service
- Accurately track and document all work
- Perform technical support services in line with technical skill requirements
- Meet all SLAs and participate in on-call rotation
Requirements
- 1-2 years experience as Tier 1 TSR
- Certifications CompTIA A+
- High-quality written and verbal customer service skills
- Technical support services experience
- Remote user assistance
- Hardware troubleshooting and support
- Ability to manage ticket queues and escalations
- Experience with Office 365 and desktop applications
Benefits
- Medical Insurance - OSIbeyond pays 75% of the premium for the Employee's base medical plan
- Vision and Dental Insurance - OSIbeyond pays 75% of the premium for the Employee's plans
- Life Insurance - OSIbeyond pays 100% of the premium for the Employee's plans
- Short Term Disability Insurance - OSIbeyond pays 100% of the premium for the Employee's plans
- 401K - OSIbeyond matches up to 4%
- PTO/Holidays - 9 paid Holidays and accrual based PTO which increases with tenure, new hires start out with 2 weeks.
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