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LGC Group is a global leader in life science tools, dedicated to partnering with customers to tackle complex challenges in diagnosing, treating, feeding, and pr
Technical Support – Informatics Software Specialist Level 1
Location
Maine
Posted
119 days ago
Salary
$60K - $81K / year
Seniority
Mid Level
Job Description
Technical Support – Informatics Software Specialist Level 1
LGC Group
• 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 • Managing and tracking customer complaints • 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 • 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
Job Requirements
- Fluency in both written and verbal English and French is required
- 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
- Working knowledge of Microsoft Office products (Word, Excel, PowerPoint)
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!
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