Support Engineer 2

Essential Functions and Responsibilities:

• Provide outstanding customer support to Data Innovations’ customers on our software products resolving all but the most complex issues
• 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.
• Develop and maintain internal work instructions and other internal documentation.
• Manage multiple customer issues simultaneously.
• Thoroughly document client interactions, including inquiries, complaints, comments and resolution for future use and review.
• Demonstrates passion about DI product and customers. Shares knowledge and passion with customers and throughout the organization
• Suggests improvements to support workflows that improve customer satisfaction and shorten resolution time.
• Contribute to continuous improvement
• Participation in cross departmental projects
• Contribute to the team’s knowledge base for reference in future case resolution
• Build relationships across the company to facilitate rapid issue resolution according to documented processes
• Provide input on ways to continuously improve the customer experience and department processes
• Participate in rotating shifts to provide after-hours emergency support.

 

Requirements

Knowledge, Skills, and Abilities:

• Excellent customer service skills
• Technical Aptitude
• Strong interpersonal and communications skills
• Problem solving capability
• Collaborative team player
• Must have unrestricted work authorization to work in the United States
• Must comply with and pass an initial background check and drug screening, as well as subsequent background checks, drug screenings, and vaccine requirements as required by customer contracts 
• Execution of an Employee Agreement
• Must comply with all DI work policies

 

Preferred skills and experience:

In addition to the above requirements, the ideal employee/candidate will have experience with the following:

• Clinical laboratory experience
• LIS (laboratory information system) software exposure
• Experience supporting complex server based and cloud-based software applications, SaaS

 

Education and/or Experience

Bachelor’s Degree and a minimum of 2 years’ experience in technical customer support OR a combination of education and related working experience from which comparable knowledge and skills can be acquired.

 

Physical Requirements/Working Conditions:

While performing duties of this job, the employee is predominately functioning in a sedentary light office position with high frequency of telephone communication, keyboarding, and computer.

 

Supervision Level

This person reports to the Director of Customer Service or Customer Service Manager.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)