Position Summary:
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 is the responsibility of the Technical Support Informatics Software Specialist. 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, and managing and tracking customer complaints are also part of this role. To perform this job successfully, an individual must be able to perform each of the following essential functions satisfactorily. Technical Support-Level 1:
- Provide daily technical support to customers in the use of LGC Software applications with a primary focus on IAMQC and MSDRx applications for Quality Measurement Tools. Support methods include telephone, e-mail, and online customer meetings.
- 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. Customer Feedback and Communication:
- 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.
- Serve as a resource to product development, marketing, and sales teams as needed. Case Management and Tracking:
- 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.