Technical Support Specialist

About the Role

This role is a critical one on our expanding Technical Support team. We want our customers and partners to rave about our products AND the level of support and expertise they receive from our team. This position will be based out of our Salisbury, NC lab. 

Responsibilities

• Provide technical problem resolution for all products used by our customers and partners, fully document problem resolution in our call tracking system
• Help build our processes, procedures, and team
• Review open issues on a daily basis, updating our customers and partners on the status of their cases, and assisting in the reproduction/resolution of issues 
• Become an expert in our products through software testing and apply that knowledge in finding solutions for challenging customer issues
• Ensure that all of the required information is gathered and available prior to escalating an issue 
• Establish effective lines of communication with other Techcyte teams and management to ensure customer cases that require escalation are prioritized correctly
• Maintain professional and effective written and verbal communication with customers, development, and management via email, IM, and phone
  
  

The stuff that makes you the ideal candidate

• Ability to work well in a team environment
• Ability to be self guided and self motivated in daily work
• Ability to work effectively in office environment
• Experience analyzing and accurately solving technical issues
• Excellent written and verbal communication and interpersonal skills
• Demonstrated ability to effectively interface with cross-functional teams
• Ability to commute to the lab in Salisbury, NC
  
  

About the Company

Techcyte is special. Our technology is transforming diagnostic microscopy with powerful deep machine learning. Every Techcyte team member contributes not only to our important mission, but also to our wonderful culture! We are a remote-first company that enables our team members to positively impact their life, family, community, and the world around them. 

Improve the World

Our mission is to improve healthcare and laboratory testing throughout the world. We improve the work environment for our users, improve the accuracy of tests, and lower costs and turnaround times for the healthcare system. We push new innovation in technology, workflow, and regulations to make the healthcare system the best it can be. We have already improved accuracy in laboratory testing that has prevented misdiagnoses, and we are striving to do more.

Benefits

We offer perks to help our employees thrive!

Competitive salaries

Medical, dental, and vision insurance

Short term and long term disability

Life insurance

401k plan

15 paid time off days a year

11 paid holidays, including end of year shutdown

Unlimited sick time

Target bonus plan

Equity

Company provided laptop

Initial work from home equipment allowance

Salary: $52,000 - 58,000 per year DOE 

Techcyte provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Techcyte complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

All candidates must be legally authorized to work in the US, as we are unable to sponsor or transfer Visas at this time. Criminal background checks will be conducted after an employment offer.

Techcyte participates in E-Verify, the government program that certifies an employee's right to work for us in the U.S. For more information go to www.dhs.gov/E-Verify.

Techcyte welcomes all applicants for this position. Should you be individually selected to participate in an assessment or selection process, accommodations are available upon request in relation to the materials or processes to be used.

Please note that for this position, we accept applications on an ongoing basis until the position is filled. There is no set deadline for submitting your application.