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Technical Support Specialist

STARLIMS

STARLIMS

IT, Customer Service
Singapore
Posted on Friday, January 12, 2024

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.

Role: 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 inquiries, 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.

Responsibilities:

● Technically handle level 1 and then level 2 customer incidents.

● Fully lead, manage, and own assigned customer’s support cases (tickets).

● Master application settings.

● Remote control for analysis and resolution of problems encountered.

● Monitor the number of incident tickets and manage the incidents: Investigation, additional tests, resolution and closure or escalation to level 3 after relevant qualification and follow-up.

● Participates in global support in collaboration with other STARLIMS’ support engineers in Europe.

● Recommend systems modifications to reduce user problems.

● Follow established procedures.

Who You Are:

● 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 a 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 RDMS such as Oracle, SQL Server, MS-SQL, etc.

● Experience with reporting tools (Crystal Reports, Tableau) and with web technologies such as Web Services, API, HTML, CSS and JavaScript is desired.

Nice to have:

● Prior LIMS, ELN, SDMS or LES experience

STARLIMS is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, creed, religion, color, national or ethnic origin, citizenship, sex, sexual orientation, gender identity and expression, genetic information, veteran status, age or disability status.