Technical Support- Informatics Software Specialist Level 1

LGC Group•Cumberland, ME

10h•Hybrid

About The Position

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 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 Company’s 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.

Requirements

Bachelor’s 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).

Nice To Haves

Previous experience working with customers in technical services position preferred

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.
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.
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.

Benefits

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!