The Remote Support Specialist (RSS) will provide remote technical assistance directly to customers as well as providing remote support to our FSE and FAS in the field. The RSS role will also provide in-house support to our internal customers and instrumentation including some repairs. The RSS will deliver World Class Customer Support primarily via phone/conference calls, email, remote troubleshooting or in person as needed (not to exceed 20%). The Remote Support Specialist will adhere to all SOP and Work Instructions as defined by the Customer Support Leadership Team to ensure compliance with all Quality, Regulatory and CS Performance metrics. The RSS will coordinate closely with FSE, FAS and CS Leadership in order to ensure all Customer issues are resolved to the Customers satisfaction.

REQUIRED SKILLS AND EXPERIENCE

Skills

• Identifying hardware and software solutions by troubleshooting Customer issues.
• Remotely diagnosing and resolving hardware faults
• Remotely diagnosing and resolving network issues
• Providing timely and accurate customer feedback
• Following up with Customers to ensure the problem is resolved
• Supporting the roll-out of new Instruments and Software
• Accurately documenting Support cases in CRM
• Accurately documenting Customer Complaints in CRM
• Managing multiple cases at one time

• Understands impact on budget.
• Networks, shares knowledge, and keeps up-to-date with peers in the company.

Problem Solving

• Solves problems in complicated situations through the application and integration of analytical skills, creativity and judgment.
• Provides imaginative, thorough and practical solutions to a wide range of difficult problems.
• Problems are of moderate scope and complexity where analysis of situation or data requires review of identifiable factors.
• Exercises judgment within defined procedures and practices to determine appropriate action.

Independence

• Works under general direction; assignments are given and reviewed in terms of objectives.
• Determines and develops approach to work.
• Makes decisions guided by established policies, procedures.
• Interprets, executes and may modify policies that affect subordinate organizational units.

  Interactions

• Adapts communication to accommodate audience diversity and may communicate internally at higher levels
• Frequently interacts and builds effective relationships with subordinates, customers, and functional peer groups normally requiring the ability to gain cooperation of others.
• Represents the company and works with the customer.
• Produces polished, original correspondence and communication material for internal and external audiences.
• Prepares and formally presents results of technical work to large audiences.

Impact

• Impacts business performance and operational efficiency through the delivery of results.
• Failure to obtain organizational outcomes, decisions, or recommendations will result in substantial delays to projects, projects or operations. May result in requirement for additional costs and personnel.

Leadership

• Leads projects of limited scope; provides training and constructive input to team members.
• Acts as coach to other team members.
• Demonstrates courage and willingness to make sound decisions in a timely manner.
• Places difficult issues on table in open and constructive manner.
• Participates in developing and implementing solutions.

QUALIFICATIONS

• 2+ Years of experience in a Technical or Remote Support role.
• Field Support experience a plus.
• Hands on experience in Biological Lab to understand Customer workflows.
• Customer First, in every interaction.
• Baisc knowledge of IT and networking concepts is prefered.
• Experience working with SFDC ad a primary CRM tool strongly prefered
• Knowledge of the Agena Bioscience platform and associated workflows.
• Standard level of Computer competency – MS Windows, Word, Excel, PowerPoint, databases, etc.
• Basic leadership qualities, interpersonal skills, a proactive approach and independent thinking to succeed in the department.
• Applies in-depth specialty knowledge within subject area to complete assignments of diverse scope.
• Contributes to the development of new plans, models, standards and techniques.
• Widely uses and applies standard principles, theories, concepts and techniques in addition to a working knowledge of related disciplines.