LGC Clinical Diagnostics is looking for a Technical Support Informatics Software Specialist to provide Level 1 technical support for their software products (IAMQC, MSDRx) and related applications to both external and internal customers. This role aims to improve customer satisfaction by ensuring timely and accurate resolution of technical issues, and to facilitate better product development through effective feedback mechanisms.
Requirements
- Proficiency in software applications, effective issue resolution, troubleshooting, and customer communication.
- Working knowledge of Microsoft Office products (Word, Excel, PowerPoint).
Responsibilities
- 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 Company’s quality system and regulatory requirements pertaining to customer support and complaint handling; maintain the completeness and accuracy of case information.
- Review marketing material for technical accuracy, including user manuals, product brochures, customer communications, and other technical documents.
Other
- Providing Level 1 technical support (verbal and written) for the Company’s software products (IAMQC, MSDRx) and related applications to both external and internal customers.
- 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.
- Bachelor’s degree in a field related to life sciences.
- Minimum of 2 years customer support experience.
- Previous experience working with customers in technical services position preferred
