Technical Support Specialist

3 months ago

Vancouver, Canada Response Biomedical Full time

**Who we are**:
Response Biomedical Corp. has been transforming acute care diagnostic testing, with the central focus on improving patient outcomes and healthcare reform for over 20 years. Response Biomedical fosters a values-based culture, committed to making diversity and inclusion our way of doing business. We believe the people we work with including our partners, medical teams, and employees are the cornerstone of our success.

**What we do**:
Our RAMP platform is a global leader in diagnostic testing solutions for use in cardiovascular, infectious disease, sepsis, women’s health, arbovirus, and biodefense. We understand the stresses associated with rapid, accurate diagnosis when every minute counts, and are committed to collaborating with the teams that are dedicated to saving lives. We do this by providing lab-quality results within minutes that medical teams can trust, while reducing total cost of care.

**Who we are looking for?**

We are seeking for a Technical Support Specialist who can ensure timely support is provided to address the customer inquiries and complaints with documentation for the purpose of improving patient outcomes and saving lives globally. Actively supporting presales activities for prospective customers.

**Key Responsibilities**:
**Customer complaint handling**
- Manage and resolve customer complaints and inquiries in timely manner
- Be available 24/7 on call to address any customer complaints
- Ensure the complaints/inquiries are documented and tracked through the quality management system supporting all the stake holders
- Maintains current and in depth knowledge for all the product offering and new market trends
- Maintain the returned goods authorization process, logs and notification process
- Responsible for managing the metric for customer complaints and interfacing with other departments to ensure the targets are achieved

**Installation and Training**
- Conduct technical and product training to internal and external stake holders
- Create new modules for online training portal and offline training programs
- Assist customers in installation and validation by creating training modules and documents

**Presales activities**
- Responsible for demonstration of the product and technical presentation to prospective customer
- Work with the team to create technical content to promote the product
- Assists in development of technical document and marketing collaterals

**Key Challenges**:

- Manages priorities, assists/supports team and manager as required.
- Works independently, while remaining sensitive to the needs of internal and external clients.
- Interacts with multiple departments within the organization
- Following up on investigations and determining root causes for product issues and customer complaints
- Strong problem identification and objection resolution skills required to maintain customer satisfaction.

**Education, Work Experience, Knowledge, and Skills**:
**Formal Education**:

- Minimum requirements: Bachelor’s Degree (eg: Science, Business or Marketing) or Medical Laboratory Technologist
- Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook, Project)

**Work Experience**:

- Minimum of two years related experience in biotech or related industry.

**Skills and Knowledge**:

- Excellent customer service skills, interpersonal, organizational and communication skills.
- Spanish language skills would be considered an asset.
- Able to build and maintain lasting relationships with customers.
- Exceptional presentation, written and verbal communication skills
- Strong problem identification and objection resolution skills.
- Able to build and maintain lasting relationships with customers.
- Self-motivated, with high energy and an engaging level of enthusiasm and able to operate as an individual and team contributor
- High level of integrity and work ethic
- Must have the ability to work in a fast-paced, dynamic environment
- Travel is required and will vary - anticipated amount not to exceed 40%.
- We regret that relocation will not be provided._
- We're committed to a diverse and inclusive workplace. We welcome applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. All employment decisions are based on business needs, job requirements and individual qualifications._

  • Senior Technical Support Specialist

    4 days ago

    Vancouver, British Columbia, Canada KNG Technical Inc. Full time

    KNG Technical Inc. is seeking a highly skilled and experienced Senior Technical Support Specialist to join our team in Vancouver, BC.About the Role:This is a full-time position that requires travel up to 40% of the time, including overnight stays. The ideal candidate will possess excellent analytical, problem-solving, and communication skills, with a strong...

  • Senior Technical Service Specialist

    4 days ago

    Vancouver, British Columbia, Canada KNG Technical Inc. Full time

    We are seeking a highly skilled Senior Technical Service Specialist to join our team at KNG Technical Inc.As a Senior Technical Service Specialist, you will be responsible for delivering exceptional customer service by performing on-site installations, diagnostics, troubleshooting, and repairs of complex instruments and systems.ResponsibilitiesYou will...

  • Technical Service Specialist

    3 weeks ago

    Vancouver, British Columbia, Canada KNG Technical Inc. Full time

    At KNG Technical Inc., we are seeking a highly skilled and motivated Technical Service Specialist to join our team in Aesthetic Field Service Engineer role.About the RoleThis is an exciting opportunity for a detail-oriented professional with excellent communication skills to provide exceptional customer service, technical support, and training to our...

  • Technical Support Specialist

    1 month ago

    Vancouver, Canada CNSX Markets Inc. Full time

    We’re looking for a **Technical Support Specialist **to join the Technology team. The Canadian Securities Exchange is a rapidly growing exchange invested in working with entrepreneurs, innovators, and disruptors to access public capital markets in Canada. The Exchange's efficient operating model, advanced technology and competitive fee structure help its...

  • Technical Support Specialist

    1 month ago

    Vancouver, Canada Fortinet Full time

    Join Fortinet, a cybersecurity pioneer with over two decades of excellence, as we continue to shape the future of cybersecurity and redefine the intersection of networking and security. At Fortinet, our mission is to safeguard people, devices, and data everywhere. We are currently seeking a dynamic Technical Support Specialist to contribute to the success of...

  • IT Technical Support Specialist

    1 month ago

    Vancouver, Canada Canucks Full time

    **Position**: IT Technical Support Specialist **Department**: Information Technology **Reports to**: Manager, IT Help Desk ***: **ESSENTIAL DUTIES AND RESPONSIBILITIES**: (Other duties may be assigned as required) Providing second level support on computer hardware and software issues on both Microsoft and Apple platforms Technical specialist in Microsoft...

  • Technical Support Specialist

    2 weeks ago

    Vancouver, Canada Apera AI Inc Full time

    Apera AI helps manufacturers make their factories more flexible and productive. Robots enhanced with Apera's software have 4D Vision – the ability to see and handle objects with human-like capability. Challenging applications such as bin picking, sorting, packaging, and assembly are now open to fast, precise, and reliable automation. Apera is led by an...

  • Onsite Support

    4 months ago

    North Vancouver, Canada Technikel Solutions Ltd. Full time

    **Onsite Support & Technical Support Specialist** Are you an **experienced Technical Support Specialist **with 2 plus years experience working for a **Managed Service Provider**? We are a North Van MSP, that offers a dynamic, goal-oriented workplace. We support our staff in building their careers and living a balanced life. **Position: Onsite Support &...

  • Technical Support Specialist

    1 month ago

    Vancouver, Canada Apera AI Inc Full time

    Your Role As a Technical Support Specialist, you will: - Diagnose and resolve software and hardware issues by following established procedures and identifying practical solutions. - Create and maintain support resources, including step-by-step guides, FAQs, and troubleshooting documentation, to enrich our knowledge base. - Identify and escalate complex...

  • Onsite Technical Support Tier I

    2 days ago

    Vancouver, Canada Campus Support Full time

    **About us** At Primacorp Ventures, we are all about creating opportunities and making a meaningful impact. Founded in 1995, we're the largest accredited independent post-secondary education group in Canada. Yet, for us, this is just the opening act of our transformative journey! **Position**:Onsite Technical Support Tier I **Reporting to**: IT Onsite...

  • Technical Support Specialist

    2 months ago

    Vancouver, Canada CNSX Markets Inc. Full time

    We’re looking for a **Technical Support Specialist **to join the Technology team. The Canadian Securities Exchange is a rapidly growing exchange invested in working with entrepreneurs, innovators, and disruptors to access public capital markets in Canada. The Exchange's efficient operating model, advanced technology and competitive fee structure help its...

  • Technical Support Specialist

    7 months ago

    Vancouver, Canada ABC Financial Services, Inc. Full time

    Company : Trainerize It's fun to work in a company where people truly BELIEVE in what they're doing! - We're committed to bringing passion and customer focus to the business._ **Job Description**: INTRODUCTION: We are seeking a talented individual to join our team as a Technical Support Specialist. In this role you will play a crucial role in providing...

  • Onsite Technical Support Tier I

    3 days ago

    Vancouver, Canada Campus Support Full time $45,000

    About usAt Primacorp Ventures, we are all about creating opportunities and making a meaningful impact. Founded in 1995, we're the largest accredited independent post-secondary education group in Canada. Yet, for us, this is just the opening act of our transformative journey!Your Day to Day:Specifically, the Onsite Technical Support will be responsible...

  • Technical Support Specialist

    2 weeks ago

    Vancouver, Canada OnX Full time

    Job SummaryWe are seeking a highly skilled Technical Support Specialist to join our team at OnX. As a key member of our IT department, you will provide top-notch technical support and service delivery to our clients.Key ResponsibilitiesEnd-User Support: Provide timely and effective support to end-users via various communication channels, including phone,...

  • Technical Support Tier 2

    6 months ago

    Vancouver, Canada Club Support Inc Full time

    **Job Type: full-time / remote** **Requirements**: Technical School Diploma or Degree in Information Technology or Computer Networking and Technical Support, or Computer Engineering, or equivalent work experience, or equivalent knowledge. **Experience** Preferred 4 to 5 years of hands-on IT support and problem-solving experience in a MS Network...

  • Technical Support Specialist for Executive Clients

    3 weeks ago

    Vancouver, British Columbia, Canada NTT DATA Full time

    About the RoleWe are seeking a skilled Technical Support Specialist to join our team in Vancouver, British Columbia, Canada. As an Enhanced Support Services (ESS) Technician, you will play a vital role in providing advanced technical support to senior executive clients with unique IT requirements.

  • Technical Support Specialist for IT Infrastructure

    2 weeks ago

    Vancouver, British Columbia, Canada OnX Full time

    We are seeking a highly skilled Technical Support Specialist to join our OnX team, responsible for providing exceptional technical support and assistance to our clients. This role is perfect for an individual who is passionate about technology, has excellent problem-solving skills, and thrives in a fast-paced environment.Job SummaryThe Technical Support...

  • Technical Support Specialist

    6 months ago

    Vancouver, Canada Response Biomedical Full time

    Who we are: Response Biomedical Corp. has been transforming acute care diagnostic testing, with the central focus on improving patient outcomes and healthcare reform for over 20 years. Response Biomedical fosters a values-based culture, committed to making diversity and inclusion our way of doing business. We believe the people we work with including our...

  • Technical Support Specialist

    6 months ago

    Vancouver, Canada Siena AI Full time

    **About us**: At Siena we are revolutionizing the customer service industry with the world's first autonomous AI customer service agents. We are a remote-first startup that's passionate about enabling machines to engage in delightful and empathic conversations. Siena is the first of its kind, designed to work out-of-the-box to interact with customers across...

  • Technical Support Specialist

    4 months ago

    North Vancouver, Canada ICBC Full time

    Are you a current ICBC Employee? Click here to access our internal portal. We are hiring a Technical Support Specialist for a Fulltime Permanent opportunity. The IS Technology Operations Centre (TOC) team provides 24/7 support and strives to reduce both the impact and duration of outages of ICBC systems through effective alerting and monitoring; timely,...