What are the responsibilities and job description for the Technical Support Tech (FT, 40 Hours) position at GeneDx?
We are looking for a Technical Support Technician (40 hours per week) in our Elmwood Park, NJ location.
Monday - Friday 8:30am-5pm; rotating Saturday 8am-1pm
Position Summary
BioReference is currently recruiting for a Technical Support Technician, of
Customer Tech Support based out of its corporate headquarters in Elmwood Park, NJ.
The Technical Support Technician will own issues of Customer Tech Support challenges and see them through resolution. This Technical Support Technician will focus on troubleshooting IT issue within the department, documentation, cross functional collaboration and assist with other group functions. The Technical Support Technician is also responsible to ensure medical professionals utilizing BioReference’s testing services are able to effectively use the technology tools provided to them by BioReference to facilitate their ordering testing, receiving clinical patient results, and decision support tools, seamlessly, efficiently, and effectively regardless of the client’s chosen toolset.
Principal Job Duties:
Duties may include but are not necessarily limited to the following:
- Delivery of superior-level service to end-user customers, PSC’s and IOP’s and functioning as point-of-contact for escalated issues externally and internally across departments to ensure appropriate response and focus of support teams
- Meet business and operation targets, including SLAs and OLAs
- Diagnose and troubleshoot application issues.
- Establish relationship with customers and other functional technicians
- Provide guidance on process improvements and recommend changes in alignment with business tactics and strategy for area of responsibility
- Follows up with the departments for a resolution on support issues and informs the end user.
- Work closely with very specific in-house applications.
- Operates as a liaison between technical personnel and the application users, as well as works directly with application support analysts to resolve reported issues.
- Ensuring clients have the equipment necessary to perform job functions.
- Asset Management
- Maintain the IDX system, current and future versions
- Work with developers on all new IDX features and enhancements and any IDX issues.
- Handle customer escalations
- Maintain weekly and monthly reports if needed.
Qualifications and Required Skills:
- 2 years of experience in a Technical Support desk role but not required.
- Strong customer service skills and attitude
- Ability in resolving difficult customer situations
- Exceptional verbal and written communication skills when dealing with customers and business partners
- Practices effective and appropriate communication skills, providing valuable feedback and constructive criticism when needed
- Knowledge of Sales Force and ticket-oriented processes, terminology, and metrics
- Knowledge of Windows 10/11, hardware troubleshooting of Desktops, laptops & printers.
- Sharp analytical and problem-solving skills
- Ability to understand complex business flows
BioReference is an Equal Opportunity Employer.
