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.
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.
Requirements
Knowledge, Skills, and Abilities:
- 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
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.
Preferred skills and experience:
In addition to the above requirements, the ideal employee/candidate will have experience with the following:
- LIS (laboratory information system) software exposure
Education and/or Experience
Bachelor’s degree or a combination of education and experience where comparable knowledge and skills can be obtained.
Supervision Level
This person reports to a Customer Service Manager.
Compensation and Benefits
Salary Range: $40,000 - $56,600 (Compensation will vary based on skills and experience)
Bonus Eligibility: Full-time, non-sales employees are eligible for DI’s annual bonus plan based on company and individual performance.
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.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
