About the role
About the Role
As a Technical Support Engineer – Unity Software, your day will primarily involve handling inbound customer calls related to the Unity Software suite and assisting laboratory customers in resolving their software-related issues. You will document customer interactions and cases in the CRM system (Salesforce) and manage them through to resolution. You may also participate in scheduled calls to support software installations, upgrades, or more complex issue resolution when required. In addition to collaborating with a solid team of Technical Support Specialists, you will have the opportunity to work forefront on new product offerings in the evolving field of laboratory healthcare.
Key Responsibilities
- Assist clinical laboratories that use the Unity software suite to provide the best care possible to their physicians and patients.
- Handle customer calls for requests and complaints as per procedures; meet or exceed performance metrics.
- Take ownership of customer relationships and promptly resolve Unity software issues.
- Log and document cases in Salesforce (SFDC) Lightning CRM and manage them through to resolution and closure.
- Learn and master the Unity software product offerings and understand how they benefit customers.
Basic Qualifications
- Bachelor’s degree in IT, computer science, or a related technical field, OR an Associate’s degree in a related field with at least 2 years of relevant experience.
- Minimum of 2 years of customer service or call center experience.
- Strong English communication skills (written and verbal).
- Willingness to work U.S. service hours (Monday–Friday, 5 AM–4 PM Pacific Time).
- Strong problem-solving skills with a customer-focused approach.
Preferred Qualifications
- Experience supporting U.S.-based customers.
- Experience with Salesforce Lightning CRM; familiarity with D365 is a plus.
- Background in IT within life sciences, biotech, or medical/laboratory environments.
- Knowledge of SQL Server and TCP/IP connections.
- Understanding of quality control (QC) principles and QC data management tools.
- Experience with OKTA, Citrix, ASTM/HL7, and Mirth Connect.
- Availability to work the later shift (7 AM–4 PM Pacific Time).