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# Specialist I, Technical Support

- **Company:** Sysmex America, Inc
- **Location:** United States
- **Salary:** $62,400.0 - $72,800.0
- **Contract:** Permanent contract
- **Skills:** Log Files, Remote Access Technology, Information Technology
- **Published:** October 31, 2026
- **Apply:** https://www.careerbuilder.com/job-details/specialist-i-technical-support--00912b1b-48df-49fa-9ee3-5db42acb7ce8

## About the Role

* Associates degree or 1-5 years experience in medical background is a plus, which may include experience in the Armed Forces.
 * MT/MLT certificate preferred.
 * English proficiency a must. Spanish, Portuguese, or French a plus.
 * All MS skills and some interface skills.
 * Be able to explain and interpret complex information that requires patience and understanding.
 * Ability to make recommendations and defining actions in a clear and concise way.
 * Ability to apply knowledge from various disciplines, and provide directions that lead to solutions.
 * Ability to problem-solve comprehensive research, investigation and analysis.

## Description

We currently have a great opportunity for a Specialist I, Technical Support (30-Hours). Primary responsibility is to identify through telecommunications dialog and available data/log files via remote access, the exact problem with SAI supported instruments. Assist customers to effectively troubleshoot for the "root" cause of the problem., 1. Maintain product knowledge on all SAI supported instruments in order to analyze and identify instrument problems.2. Adhere to all SAI and department standard operating procedures and documentation requirements to meet regulatory and ISO guidelines. Such as, escalated calls when appropriate and monitor TAC voicemails, auto generated errors, dispatches and overflow calls.3. Resolve problem(s) over the phone by instructing/guiding customers through detailed corrective actions.4. Follow up with customers when necessary to confirm resolution of problems.5. Make decisions about when to dispatch an FSR based on the severity of the problem and customer interactions. When necessary utilize the tools provided in the CRM system to dispatch the appropriate FSR.6. Utilize SAI phone system for proper tracking of representative state.7. Utilize remote access tolls to assist with troubleshooting of presented problems and for coaching customers through resolution.8. Capture full documentation of all
calls utilizing the SAI CRM with appropriate codes to ensure accurate history for reporting trends and corrective actions.9. Other duties as assigned.

Physical Risk: Regular exposure to risk that may require alertness, but with minimal precautions.

Physical Demands: Light physical effort. Routine handling of objects up to 20 pounds; prolonged (at least 50% of time) sitting, standing, keyboard or CRT work. May require periods of moderate discomfort due to noise, dust, lighting and/or other conditions.