Support Engineer 1

Data Innovations • Colchester, VT

4d • $40,000 - $56,600

About The Position

The Data Innovations Support Engineer 1 provides high quality, world class technical support to Data Innovations’ customers and Business Partners on our software products, services and general instrument interfacing. The Support Engineer 1 is expected to handle entry level customer calls and cases, escalating complex issues to senior staff or Management.

Requirements

• Excellent customer service skills
• Ability to communicate and understand technical language
• Strong interpersonal and communications skills
• Problem solving capability
• Collaborative team player
• Ability to prioritize, manage time effectively and multitask
• Must comply with and pass initial background check and drug screening, as well as subsequent background checks, drug screenings and vaccine requirements as required by customer contracts
• Must comply with company vaccination policy
• Ability to follow DI’s policies and procedures
• Bachelor’s degree or a combination of education and experience where comparable knowledge and skills can be obtained.

Nice To Haves

• LIS (laboratory information system) software exposure

Responsibilities

• Develop working knowledge on Data Innovations’ products and how to troubleshoot the different areas of the products
• Provide outstanding customer support to Data Innovations’ customers on our software products.
• Promptly respond to customer requests for support and provide timely resolutions to issues raised.
• Demonstrate excellent customer service skills while interacting with customers and partners.
• Assist in developing and maintaining internal work instructions and other internal documentation.
• Manage multiple customer issues simultaneously.
• Drive excellence through quality closures of cases.
• Thoroughly document customer interactions, efforts and resolutions for future use and review.
• Efficiently escalate issues following department process for rapid resolution.
• Provide input on ways to continuously improve the customer experience and department processes
• Participate in rotating shifts to provide after-hours emergency support.
• Professionally answer incoming calls and route them to appropriate resource(s).
• Troubleshoot customer escalations regarding product issues and log the incident in to the tracking system.

Benefits

• DI offers a competitive benefits package including medical, dental, vision, basic life insurance, paid holidays, paid time off, and a 401(k) matching plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 101-250 employees