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)
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