Diagnostics Software Services (DSS) is looking to solve the problem of providing customers with technical assistance, troubleshooting and resolving issues reported by customers for software applications
Requirements
- Technical experience with writing and executing SQL statements.
- Comprehensive knowledge laboratory workflows.
- Experience working with a Laboratory Information Management System (LIMS).
- Customer support experience using a case management system and troubleshooting technical issues.
- Experience delivering what’s promised on time, proactively provide status reports, and have the up-side to independently manage tasks and projects from inception through completion with minimal supervisory guidance.
- Ability to work independently as well as in a team environment.
- Experience configuring software.
Responsibilities
- Install, configure, validate, and support software applications responsible to meet the approved requirements and scope documentation and according to the Quality Management System.
- Create appropriate documentation for all work performed. This includes, but is not limited to: Case Handling documentation in ticketing system, Complaint investigation reports and supporting documentation, Change Request Forms, Verification Plans & Reports.
- Independently troubleshoots, resolves, validates, and documents technical issues.
- Complete all tasks for Complaint handling according to the Quality Management System.
- Seeks assistance when making changes that may affect downstream processes or considered high risk.
- Attain comprehensive knowledge of laboratory workflows and laboratory information systems (LIMS).
- Ability to independently conduct training sessions with team members and customers for software packages supported by DSS.
Other
- Bachelors Degree and a minimum of 2 years experience configuring software.
- Associate degree and a minimum of 4 years experience configuring software.
- Ability to act professionally and swiftly to address customer concerns.
- Ability to work independently as well as in a team environment.
- Weekend rotation is required.
