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.