Technical service representative job description

Located in Federal Way, Washington and founded in 1987, DiagnosTechs is a pioneer and leader in saliva-based and other noninvasive testing. Our top goals are to improve patient health, provide high-quality lab testing, using noninvasive collection procedures, minimizing trauma to the patient. Saliva testing is a particularly powerful tool for evaluating stress, hormone-related disease and health conditions, especially over time. Our high-caliber employees and cutting-edge technologies have enabled us to continue to expand and improve our in-home testing repertoire. Our commitment to assisting healthcare professionals with the health and wellness of their patients is unsurpassed, with over 1.2 million specimens tested per year.

Basic Function

Provides assistance and problem resolution to clients. Provides information regarding the options, policies, procedures, and services available to clients. Applies knowledge of DiagnosTechs processes in the resolution of inquiries, complaints, and problems.

Typical Work:

· Answers incoming calls and forwards to the appropriate department to assist them

· Assists clients by interpreting policies and procedures

· Scheduling Medical Support appointments for providers.

· Understands basics of opening, closing, combining, and updating information on accounts, even if not directly involved in doing so

· Reviews and researches file documentation to resolve customer related complaints as well as documenting these complaints when they occur

· Refers customers to proper departments or venues involved in appealing department decisions.

· Requests information from clients for processing tests or updating notes under the account

· Responds to questions on all company services and how to access or order services

· Acts as liaison between the client and DTI departments

· Uses knowledge of DTI policies and procedures, provides clients and public with explanations on forms, pamphlets, and other materials

· Maintains assigned logs

· Performs other duties as required

Knowledge and Abilities:

· Knowledge of departmental programs, policies, testing procedures, basic laws affecting department (including HIPAA and New York regulation). Data collection.

· Ability to apply and interpret applicable laws, policies, procedures, use good judgment in evaluating and making decisions, communicate effectively and maintain courteous attitude toward public and employees.

Minimum Qualifications

A High school diploma/GED equivalent and/or two years of experience providing assistance to clients/ customers regarding inquiries, complaints, or problems

Reporting Relationship

This position reports to the Manager,Client and Technical Services

DiagnosTechs is an equal opportunity employer and values diversity at our company. DiagnosTechs prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. DiagnosTechs conforms to the spirit as well as to the letter of all applicable laws and regulations.

Company Description"Since 1987, DiagnosTechs Clinical & Research Laboratory has pursued proven, noninvasive testing options for healthcare providers and their patients. DiagnosTechs was the first laboratory to introduce saliva testing for cortisol into routine practice. Building on that innovation, we now provide noninvasive saliva and stool test panels for a range of hormones, food sensitivities, microbes, pathogens, and parasites."

Robert Half is looking for a Technical Service Representative for a client of their. This is a long term ongoing temporary role, with the potential to go full-time when a REQ is released. The Technical Service Representative is responsible for providing the highest quality of customer support through the technical support telephone hotline. Duties include answering incoming calls to the service line and resolving all types of customer issues, providing assistance to installers in the field, providing technical training to internal personnel, creating tickets to dispatch to field service teams and providing support to other departments. The Technical Service Representative will also be responsible for the following;

Maintaining the technical support hotline, and using communication skills to provide customer support to users, installers and customers

Creating documentation as needed for publication in document- and web-based media, describing common technical issues and solutions, and to create technical field reports.

Providing technical training to internal personnel on the technical aspects of product line, and developing training materials.

Providing support to the Sales and Marketing departments by serving as a products generalist, and building familiarity with competitors’ products.
Other duties as may be required or assigned.




An associate’s degree is required.
A four year degree in a technology-related field is preferred.
Experience in the field of solar electric (PV) installation, system design and/or inspection equivalent to this level of education can be used in lieu of the requirement.
Experience in renewable energy is preferred but not required.
Knowledge of solar electric (PV) installation, system design and/or inspection is preferred.
Knowledge of mathematical concepts, including graphical representation of data, is preferred.
Knowledge of basic electrical theory is required.
Proficiency in the English and Spanish language, both written and verbal, is required. German language skills are a plus.
Customer focus and a service-oriented attitude are required.
Ability to communicate on the phone with customers while taking detailed notes is required.
Proficiency with Microsoft Office Suite (Word, PowerPoint, Excel) is required.
Attention to detail and a high level of accuracy are required.
Excellent interpersonal, communication and presentation skills are required.
Excellent organizational skills are required.
Ability to analyze and solve problems.
Ability to work under time pressure and stress.
Ability to handle multiple projects in parallel.
Ability to work individually as well as part of a team
NABCEP certification is a plus.

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.

REFERRAL BONUS: A referral bonus of $1,000 is offered for this role (payable to you following your completion of 90 days in the position)

Heartland POS team is growing once again! If you are tech savvy, detail oriented, and believe that every interaction with a customer should be a world-class experience, then you need to check out this job opportunity. This team offers flexible working conditions (Hybrid schedule), split between in office and remote/WFH via work rotation. This schedule is available after successfully completing the training/nesting period as well as meeting team qualifications and expectations.

As an Associate Technical Service Representative, you will work directly with Heartland POS customers (which are merchants, often in a retail and restaurant setting) in a call center environment, as well as Heartland Dealers. During your interaction with our customers, you will provide first-level technical support to end users by troubleshooting hardware, software, and networking issues.
Typical support calls are related to:
Basic network connectivity Basic Windows user settings and configuration POS (point-of-sale) software application support Software UpgradesFile sharing

About Heartland:
Heartland, a Global Payments company, offers a fast paced environment with a casual flair - we have the option of wearing jeans, sneakers and t-shirts to work!

Our Indiana Service Center, located just 15 minutes from Downtown Louisville, has been named an Indiana's Best Employer and one of Computer World's 100 Best Places to Work in IT.

Our Jeffersonville, IN site boasts a 275,000 square foot campus that includes an on-site day care, cafeteria serving breakfast and lunch, full-size outdoor basketball court, a 24 hour full service gym with indoor track, locker rooms with showers, personal trainers (that are FREE), fitness classes (that are FREE), and more! What more you might ask?? How about options for FREE EDUCATION! Yup, we offer a path for qualified employees to receive an Associates and/or Bachelor's degree in Business Administration. 100% company paid for (including books)! And there's even more that makes Heartland a great place to work. But you'll have to join our team to find out other reasons why nearly 90% of our employees rank us as a great place to work!

Major Job Responsibilities/Duties:
In a customer service call center, provide first-tier support for retail stores and restaurants using Heartland's point-of-sale software solutions.Resolve end-user issues through step by step instructions related to hardware, software and networking support.Field incoming support requests submitted through phone calls, emails, or on-line chat rooms.Log all support requests and escalations in ticketing system.Use remote connect capabilities to resolve issues when necessary.

Qualifications/Educational Requirements:
At least 1 year customer service experience, preferably in a call center environment.Intermediate computer skills required including email, internet, Microsoft Windows programs and Office applications, iOS products.Demonstrated ability to understand technical issues and troubleshoot technical issues with non-technical users.Demonstrated understanding of specialty retail operations and technology requirements. Prior experience in specialty retail strongly preferred. High School Diploma or equivalent required.

Desired Requirements:
At least 1 year experience providing technical support to end users.A+ or Network+ certifications.Experience working in a restaurant and/or retail setting.

Disclaimer:
The above statement is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of responsibilities, duties and skills required.

Heartland offers a competitive salary and a comprehensive benefits package to qualifying employees.
Heartland is an equal opportunity employer. M|F|D|V
Global Payments Inc. is an equal opportunity employer.
Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.
Global Payments Inc. is an equal opportunity employer.
Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.