Technical Support- Informatics Software Specialist Level 1

Providing Level 1 technical support for LGC's software products (IAMQC, MSDRx) and related applications, including customer support, feedback management, and process improvement.

Location: United States

Salary: $60k–$81k

Responsibilities

• 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.
• 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.
• 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.

Requirements

• Bachelor’s degree in a field related to life sciences.
• Proficiency in software applications, effective issue resolution, troubleshooting, and customer communication.
• Minimum of 2 years customer support experience.
• Bilingual: English/French.
• Working knowledge of Microsoft Office products (Word, Excel, PowerPoint).