Blood Bank Support

Position Summary: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. Our office is in Clearwater, Florida, and this position is hybrid (2 days remote/3 days in-office) after successfully completing new-hire training.Duties and Responsibilities:Technical Duties:Assists with projects as assigned by the Team ManagerPrimarily responsible for system-critical or non-complex application issues related to areas designated under the Blood Bank or DonorProperly documents new tasks into the Case Management System (STAR/TMS)Performs simple troubleshooting of System issues or non-complex application issues using provided toolsImmediately alerts appropriate SCC staff of client system critical conditionsRedirects tasks to other technical departments upon completing preliminary investigationEscalates tasks to the appropriate Lead Technical Support Analyst or Technical Support Specialist per Departmental and Support guidelinesIdentifies commonly recurring system issues and reports this to the Team Manager or designeeSupport Activities - Participates in SCC’s Support Mission and Goals by:Assigning an appropriate level of criticality to all support calls and tasks receivedPerforming troubleshooting activities to identify the cause of a reported problemDocumenting all actions taken during the problem resolution processDeveloping solutions to reported problemsSearching online manuals and helpdesk for resolution to reported problemsCollaborating with other support team members and SCC staff as directed to deliver timely and satisfactory resolutions to reported problemsProviding timely follow-ups (status updates) to clients during the problem resolution processEscalating unresolved client issues to Tier 3 Support (Senior TSS)Initiate proactive calls to clientsAttend client conference calls and meetings as neededAdministrative DutiesProperly time sheets against the appropriate SCC tasksProperly uses the time clock as required to track working hoursReviews assigned workload to assess potential delays in the delivery of solutionsUpdates voice and email messages when absent from workResponds to voice and email messages in a timely mannerJob Specifications:Education Required:An Associate’s degree in healthcare or information technology, or a phlebotomy certification, 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 PCProficient in the use GUI applications such as Windows and MS OfficeTraining in Laboratory Information Systems (LIS) or Computer Science is desirableSkills:Ability to collaborate with other team membersExcellent communication skills (oral and written)Excellent interpersonal skillsAbility to work effectively under stressGood keyboard/typing abilitiesExcellent teaching and presentation skillsExcellent multi-tasking abilitiesTravel Required:No travel is required.