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Technical Support Specialist

STARLIMS provides leading Laboratory Information Management Systems (LIMS) solutions that have served customers around the world for over 30 years. STARLIMS solution suite helps to improve the reliability of laboratory sampling processes, manage complex testing workflows and analytical methods, support compliance with global regulatory requirements and industry standards, and provide comprehensive reporting, monitoring, and analysis capabilities. With multiple support centers across the globe, STARLIMS solutions are used in labs across multiple industries and disciplines including pharma & biotech, life sciences, food & beverage, manufacturing, petrochemical refineries and oil & gas, chemical, public health, forensics and environmental offering an influx of global career opportunities.

The Technical Support Specialist provides accurate and timely technical information, technical support, advice, and assistance regarding the organization’s products and services before, during, and after a transaction to maintain and improve the organization’s customer relationships. Communicate with customers (via email, phone, or support dedicated computerized system) to answer their enquiries, understand their technical question, assess their needs, and suggest or promote solutions, alternative products, or services. Apply established procedures or develop new solutions to solve technical problems through case management and follow-up on the status of outstanding cases.

The Role

  • Provide technical support to customers in English (one role in Portuguese), including but not limited to answering customers’ emails, phone calls and online ticketing system enquiries
  • Able to solve issues in a timely manner, ensuring limited downtime for the customer  
  • Ability to communicate with all levels of an organization and the ability to communicate technical information so business leaders can understand handle and resolve customer complaints
  • Research required information using available resources
  • Must be a strong team player with a personal commitment toward the business and its customers
  • Maintain knowledge base: Write articles detailing Issues and solutions in the Support Knowledge Base
  • Identify issues reported and prioritize accordingly
  • Systematically resolve problems whilst also researching alternatives solutions, using the help desk system and/or problem management software
  • Recommend systems modifications to reduce user problems
  • Follow established procedures
  • Fully lead, manage, and own assigned customer’s support cases (tickets)
  • Derive best practices for software fixes
  • Assist in co-developing standard operating procedures for support processes
  • Assist in training newly onboarding team-members

Qualifications

  • Knowledge of the Laboratory Informatics business and the issues surrounding system sales, service delivery and support within this sector
  • Demonstrated written and verbal communication, interpersonal, facilitation, presentation, quantitative, analytical, organizational, and follow-up skills
  • Ability to establish/maintain good working relationships and be able to work cooperatively/productively with engineers, vendors, and customers is required. Strong ability to troubleshoot software problems – identify and solve problems creatively and effectively
  • Ability to learn and understand new processes, as well as recommend ways to continuously improve
  • Experience working in a broader enterprise/cross-division business unit model preferred
  • Ability to work in a highly matrixed and geographically diverse business environment
  • Ability to work within a team and as an individual contributor in a fast paced, changing environment
  • Ability to leverage and/or engage others to accomplish projects
  • Strong verbal and written communications with ability to effectively communicate at multiple levels in the organization
  • Multitasks, prioritizes, and meets deadlines in timely manner
  • Strong organizational and follow-up skills, as well as attention to detail. Experience as a Programmer with SQL language as well as an object-oriented language (C# or equivalent)
  • Experience with reporting tools (Crystal Reports, Tableau) and with Internet technologies such as Web Services, API, HTML, CSS and JavaScript is desired

Nice To Have

  • Prior STARLIMS experience

Compensation

  • The candidate will receive a competitive compensation and a benefits package

Location

  • Role is remote

 

 

If you are seeking a revolutionary opportunity to stay ahead of the innovative curve whilst satisfying an evolutionary approach, we want to hear from you!

If you’d like to learn more about this position or apply, please contact Sarah today!

Sarah Burton

Call: (734) 821-7324

Email: sburton@qualigence.com