About this role
The Data Innovations Support Engineer 1 provides high quality, world class technical support to Data Innovations' customers and Business Partners on our software products, services and general instrument interfacing. The Support Engineer 1 is expected to handle entry level customer calls and cases, escalating complex issues to senior staff or Management.
Responsibilities:
• Develop working knowledge on Data Innovations' products and how to troubleshoot the different areas of the products
• Provide outstanding customer support to Data Innovations' customers on our software products.
• 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.
• Assist in developing and maintaining internal work instructions and other internal documentation.
• Manage multiple customer issues simultaneously.
• Drive excellence through quality closures of cases.
• Thoroughly document customer interactions, efforts and resolutions for future use and review.
• Efficiently escalate issues following department process for rapid resolution.
• Provide input on ways to continuously improve the customer experience and department processes
• Participate in rotating shifts to provide after-hours emergency support.
• Professionally answer incoming calls and route them to appropriate resource(s).
• Troubleshoot customer escalations regarding product issues and log the incident in to the tracking system.
Requirements
Knowledge, Skills, and Abilities:
• Excellent customer service skills
• Ability to communicate and understand technical language
• Strong interpersonal and communications skills
• Problem solving capability
• Collaborative team player
• Ability to prioritize, manage time effectively and multitask
• Must comply with and pass initial background check and drug screening, as well as subsequent background checks, drug screenings and vaccine requirements as required by customer contracts
• Must comply with company vaccination policy
• Ability to follow DI's policies and procedures
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.
Preferred skills and experience:
In addition to the above requirements, the ideal employee/candidate will have experience with the following:
• LIS (laboratory information system) software exposure
Education and/or Experience
Bachelor's degree or a combination of education and experience where comparable knowledge and skills can be obtained.
Supervision Level
This person reports to a Customer Service Manager.
Compensation and Benefits
• Salary Range: $40,000 - $56,600 (Compensation will vary based on skills and experience)
• Bonus Eligibility: Full-time, non-sales employees are eligible for DI's annual bonus plan based on company and individual performance.
• Benefits: DI offers a competitive benefits package including medical, dental, vision, basic life insurance, paid holidays, paid time off, and a 401(k) matching plan.