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Technical Support Specialist

Technical Support Specialist

Gruve

2 years

0 Lacs

India

Posted:1 day ago| Platform:

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Skills Required

support software ai cybersecurity strategies data unity resolve crm database salesforce addition metrics service communication technology sql server tcp ip qc management okta citrix connect collaboration learning

Work Mode

On-site

Job Type

Full Time

Job Description

About Gruve

Gruve is an innovative software services startup dedicated to transforming enterprises to AI powerhouses. We specialize in cybersecurity, customer experience, cloud infrastructure, and advanced technologies such as Large Language Models (LLMs). Our mission is to assist our customers in their business strategies utilizing their data to make more intelligent decisions. As a well-funded early-stage startup, Gruve offers a dynamic environment with strong customer and partner networks.

About The Role

As a Technical Support Specialist, I Your day would primarily consist of handling inbound customer calls related to our Unity Software Suite, working with our laboratory customers to resolve their Unity software issues. You will document customer calls/cases in our CRM database, Salesforce, and cases are managed there to completion. You would also, on occasion, have scheduled calls to assist with installations, upgrades, or more detailed software resolutions as needed. In addition to working with a solid team of Technical Support Specialists, you would have the opportunity to be on the forefront of new product offerings in the ever-changing world of laboratory healthcare.

Key Responsibilities

Assist clinical laboratories who use Client Unity software suite, to provide the best care possible to their physicians and patients.
Handle customer calls for requests and complaints per procedures, meet/exceed metrics expectations.
Take ownership of the customer relationship and work to promptly resolve Unity software issues.
Log/document cases in Salesforce (SFDC) Lightning CRM, manage cases to prompt resolution/closure.
Learn and master our Unity software product offerings and how they can benefit our customers.

Basic Qualifications

Bachelor’s degree in an IT/computer or related technical discipline is strongly preferred. Associates degree in an IT/computer field plus a minimum of 2 years' work experience in a related life science, clinical/technical or computer discipline may be considered.
Two or more years of customer service/call center experience is required. Clear communication skills in English are required.
Experience with Salesforce Lightning CRM strongly preferred.
Experience in Information Technology related to life sciences, biotech, or medical/laboratory field very helpful.
Experience with SQL Server and TCP-IP Connections preferred.
Knowledge/awareness of quality control (QC) principles and QC data management software highly desired.
Experience with OKTA, Citrix, ASTM/HL7 and Mirth Connect are strongly preferred.
A desire to help people, solve problems, and learn something new every day.
Must be willing to work during US service hours, our service hours are Mon-Fri, 5AM-4PM Pacific Time.

Preferred Qualifications

Bachelor’s degree in an IT/computer or related technical discipline is strongly preferred‍

Why Gruve

At Gruve, we foster a culture of innovation, collaboration, and continuous learning. We are committed to building a diverse and inclusive workplace where everyone can thrive and contribute their best work. If you’re passionate about technology and eager to make an impact, we’d love to hear from you.Gruve is an equal opportunity employer. We welcome applicants from all backgrounds and thank all who apply; however, only those selected for an interview will be contacted.

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Gruve

Transportation & Logistics

San Francisco

50-200 Employees

111 Jobs

Key People

Alice Johnson

CEO
Mark Smith

CTO
Sarah Lee

Chief Marketing Officer

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Technical Support Specialist