Technical Support Administrator

Quanterix

Billerica, MA, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 06/01/2021
  • Website: quanterix.com
  • Company Address: One Kendall Square Building 1400, Cambridge, MA, 02139

About Quanterix

Quanterix is a company that is digitizing biomarker analysis with the goal of advancing the science of precision health. The company’s ultra-sensitive detection solution, Simoa, has the potential to change the way in which healthcare is provided today by giving researchers the ability to closely examine the role of biomarkers in the continuum of health to disease.

Job Description

To continue our solid growth, we are seeking a talented and highly motivated Technical Support Administrator to join our growing organization. The Technical Support group at Quanterix is focused on providing high quality and comprehensive technical assistance to our customers. We are seeking a professional with 5+ years of experience who is interested in supporting our customers and service team. Responsibilities with regards to the service team will broadly include managing reports and quality metrics, process improvement, customer case triage and case escalation to leadership.

Key Responsibilities:

  • Create, manage and distribute reports for recurring meetings and dashboards for team visibility
  • Lead continual improvement with the service team’s Salesforce environment
  • Provide support for scheduling, product quality metrics and regulatory reporting for Field Service and Technical Support groups.
  • Triage incoming customer requests that come in via phone or email including initial data collection and entry
  • Determine appropriate assignment of cases across the Service organization
  • Escalate priority cases along appropriate path and help manage follow through on said casework
  • Customer onboarding and logistics
  • Manage tool calibration and circulation to field personnel
  • Process returned parts from the field and complete RMA process with manufacturer
  • Audit service team casework for timeliness, accuracy and completeness
  • Assist with training and onboarding of new Technical Support team hires
  • Mentoring junior members of the administrative Technical Support team

 

Requirements

  • Strong customer service orientation with a desire to provide excellent service to all internal and external customers
  • Proven track record of de-escalating high tension scenarios
  • Experience with internally escalating priority accounts and developing an escalation process
  • Demonstrative leadership/mentorship skills
  • Clear and professional communicator both written and verbally
  • Preferred to have demonstrated ability to support and collaborate with Leadership
  • Experience with SalesForce.com, Microsoft Office and basic desktop applications.
  • Highly skilled with Microsoft Excel
  • Demonstrated ability to organize and prioritize simultaneous requests and maintain composure under pressure
  • Physical demands while performing the duties of this role include the following: an employee is regularly required sit for long periods; talk and hear both in person and by telephone; and use hands to operate, handle or feel office equipment; and reach with hands and arms.
  • This role is typically a 100% onsite but during the current pandemic the role is hybrid with three days in office and two days remote.

Minimum Experience and Education:

  • Preferred Bachelor’s degree
  • 5+ years of experience in a customer facing role

Quanterix is a company that’s digitizing biomarker analysis with the goal of advancing the science of precision health. The company’s digital health solution, Simoa, has the potential to change the way in which healthcare is provided today by giving researchers the ability to closely examine the continuum from health to disease. Quanterix’ technology is designed to enable much earlier disease detection, better prognoses and enhanced treatment methods to improve the quality of life and longevity of the population for generations to come. The technology is currently being used for research applications in several therapeutic areas, including oncology, neurology, cardiology, inflammation and infectious disease. The company was established in 2007 and is located in Billerica, Massachusetts. For additional Information, please visit https://www.quanterix.com.

Quanterix is an Equal Opportunity Employer that offers a competitive and comprehensive employee benefits package, including health, dental, life insurance, a flexible spending plan, paid vacation, stock options and a 401(k) investment plan.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.