Blood Bank Associate TSS

Associate Technical Support Specialist

Associate Technical Support Specialist (ATSS) is an entry level position for whom training will be provided to transition to Technical Support Specialist (TSS). The team member's training will focus on fundamental concepts in Blood Bank and Donor applications focusing on learning the application's functionality and troubleshooting application issues. In addition to application knowledge our ATSS will work on customer service skills to communicate effectively with our clients to gather information to resolve client issues. Both phone and video conference skills will be utilized for communication with our clients and team members. ATTS team members provide technical support to assigned clients. This role is located in Clearwater, FL and the candidate is expected to live locally.

Duties and Responsibilities

Technical Duties:

• Primarily responsible for system-critical or non-complex application issues related to areas designated under the Blood Bank or Donor
• Properly documents new tasks into the Case Management System (STAR/TMS)
• Performs simple troubleshooting of System issues or non-complex application issues using provided tools
• Immediately alerts appropriate SCC staff of client system critical conditions
• Redirects tasks to other technical departments upon completing preliminary investigation
• Escalates tasks to the appropriate Lead Technical Support Analyst or Technical Support Specialist per Departmental and Support guidelines
• Identifies commonly reoccurring system issues and reports this to the Team Manager or designee
• Assists with projects as assigned by the Team Manager
• Performs other duties as assigned

Support Activities - Participates in SCC's Support Mission and Goals by:

• Assigning an appropriate level of criticality to all support calls and tasks received
• Performing troubleshooting activities to identify the cause of a reported problem
• Documenting all actions taken during the problem resolution process
• Developing solutions to reported problems
• Searching online manuals and helpdesk for resolution to reported problems
• Collaborating with other support team members and SCC staff as directed to deliver timely and satisfactory resolutions to reported problems
• Providing timely follow-ups (status updates) to clients during the problem resolution process
• Escalating unresolved client issues to Tier 3 Support (Senior TSS)
• Initiate proactive calls to clients
• Attend client conference calls and meetings as needed

Development Activities - Works within a team structure to develop their individual and team skills by:

• Maintaining technical skills to be current with changes in technology
• Actively sharing discovered solutions to reported problems with other team members, departmental trainers, and with SCC Knowledgebase Administrator
• Identifying commonly reoccurring problems relating to software and hardware with notification to the Support Center Team Manager
• Participating in the training of new team members as directed by Support Center Team Manager
• Participates in corporate client service and technical training programs as assigned
• Maintains FDA compliance on regulated products with Risk To Health processing, complaint handling, and HIPAA policies

Administrative Duties:

• Properly time sheets against the appropriate SCC tasks
• Properly uses the time clock as required to track working hours
• Reviews assigned workload to assess potential delays in the delivery of solutions
• Updates voice and email messages when absent from work
• Responds to voice and email messages in a timely manner

Job Specifications:

Education Required:

An Associate's or Bachelor's degree in any healthcare or information technology is highly desirable.

Experience Desired:

Minimum 2 years working in a hospital involved in specimen processing, phlebotomy, or lab assistant for the areas of Blood Bank, Donor, Immunohematology, Chemistry, Hematology, Serology, Microbiology, Histology, or Cytology. Previous experience in a service-related field, clinical laboratory, or related computer position is also desirable.

Skills Required:

Knowledge:

• Proficient in the use of a PC
• Proficient in the use GUI applications such as Windows and MS Office
• Training in Laboratory Information Systems (LIS) or Computer Science is desirable

Skills:

• Analytical and problem-solving ability
• Ability to work independently
• Ability to collaborate with other team members
• Excellent communication skills (oral and written)
• Excellent interpersonal skills
• Ability to work effectively under stress
• Good keyboard/typing abilities
• Excellent teaching and presentation skills
• Excellent multi-tasking abilities

Travel Required:

No travel is required.

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