Technical Support- Informatics Software Specialist Level 1
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Job Location:
Cumberland, WI - USA
Monthly Salary:
Not Disclosed
Posted on:
8 hours ago
Vacancies:
1 Vacancy
Department:
Job Summary
Position Summary:
Providing Level 1 technical support (verbal and written) for the Companys software products (IAMQC MSDRx) and related applications to both external and internal customers is the responsibility of the Technical Support Informatics Software Specialist. Handling customer support inquiries conveying customer feedback to Product Management Quality and Marketing teams process mapping writing work instructions using the database for boilerplate product support language and managing and tracking customer complaints are also part of this role. To perform this job successfully an individual must be able to perform each of the following essential functions satisfactorily. Technical Support-Level 1:
- Provide daily technical support to customers in the use of LGC Software applications with a primary focus on IAMQC and MSDRx applications for Quality Measurement Tools. Support methods include telephone e-mail and online customer meetings.
- Document customer issues actions and resolutions within Salesforce Case files.
- Document and advance cases to Level 2 as needed.
- Collaborate with cross-functional teams to manage inquiries and improve processes for efficient and timely responses.
- Align with the Companys quality system and regulatory requirements pertaining to customer support and complaint handling; maintain the completeness and accuracy of case information. Customer Feedback and Communication:
- Share customer feedback with Product Management Commercial and Quality teams.
- Review marketing material for technical accuracy including user manuals product brochures customer communications and other technical documents.
- Serve as a resource to product development marketing and sales teams as needed. Case Management and Tracking:
- Manage and track customer inquiries to ensure timely resolution.
- Provide regular reports on case status and trends to management.
- Perform other duties as assigned to meet business needs.
Qualifications :
- Bachelors degree in a field related to life sciences.
- Minimum of 2 years customer support experience.
- Proficiency in software applications effective issue resolution troubleshooting and customer communication.
- Fluency in both written and verbal English and French is required.
- Working knowledge of Microsoft Office products (Word Excel PowerPoint).
Preferred Qualifications:
- Previous experience working with customers in technical services position preferred
Additional Information :
All your information will be kept confidential according to EEO guidelines.
Pay range for this role is:
Minimum: USD$60000/ yearly
Maximum: USD$81000/ yearly
The salary range provided covers the minimum and maximum amounts projected for this role. The base salary will be influenced by factors like experience skills and location.
What we offer (US based-employees):
- Competitive compensation with strong bonus program
- Comprehensive medical dental and vision benefits for employees and dependents
- FSA/HSA Pre-tax savings plans for health care childcare and elder care
- Deductible Buffer Insurance and Critical Illness Insurance
- 401(k) retirement plan with matching employer contribution
- Company-paid short- and long- term disability life insurance and employee assistance program
- Flexible work options
- Pet Insurance for our furry friends
- Enhanced Parental leave of 8 additional weeks
- PTO that begins immediately
- Town Hall monthly meeting onsite/virtual Cheer program where employees are recognized for outstanding work Company wide social events frequent catered lunches and much more!
Join LGC and become part of a team that values collaboration integrity and brilliance in all we do. We are committed to encouraging a workplace where everyone can thrive and contribute to our mission. Our values:
- PASSION
- CURIOSITY
- INTEGRITY
- BRILLIANCE
- RESPECT
Equal opportunities
LGC is committed to the principle that each job candidate and staff member should be respected for their specific abilities regardless of age disability race color ethnic background nationality gender sexual orientation gender identity marital status parental obligations religion or personal convictions. The procedures for shortlisting conducting interviews and making selections will always be free from bias based on gender marital status color race nationality ethnicity religion age or union membership.
For more information about LGC please visit our website
#scienceforasaferworld
Remote Work :
Yes
Employment Type :
Full-time
Key Skills
- Dhcp
- SQL
- Active Directory
- VOIP
- VMware
- Customer Service
- Windows
- Trouble Shooting
- Java
- VPN
- Sharepiont
- hardware
- Dns
- Technical Support
- Software Applications
About Company
With over 180 years of scientific heritage and operations in 14 countries, our products and services are integral to the industries that safeguard our food, water, medicine, and environment. Working collaboratively with our partners across the scientific community, our solutions addr ... View more
