Technical Support- Informatics Software Specialist Level 1

LGC Clinical Diagnostics develops and manufactures a comprehensive portfolio of catalogue and custom-developed diagnostic quality solutions and component materials for the extended life sciences industry. We partner with IVD assay developers, pharmaceutical, CRO and academic institutions in commercialization activities across the entire diagnostic pipeline. Laboratorians and diagnostic professionals across disciplines of clinical chemistry, immunochemistry, serology, molecular diagnostics, and clinical genomics rely on LGC’s products to support accurate and reliable diagnostic results.

Our operating entities include Maine Standards Company, SeraCare Life Sciences, and Technopath Clinical Diagnostics, which are in vitro diagnostics (IVD) manufacturers of quality measurement tools (calibrators, controls, linearity, EQA/PT, biological materials), the Native Antigen Company, which is a manufacturer and supplier of viral antigens and LGC Proficiency Testing a global leader in PT schemes. We operate FDA-registered and ISO 13485-accredited facilities in Maine (USA), Massachusetts (USA), Maryland (USA), Tipperary (Ireland), ISO 9001-accredited facility in Oxford, UK, and Traverse City, Michigan US.

Each day, our world-class staff, scientific expertise, operational efficiency, and superior quality systems are ready to support the range of advanced technologies that collectively improve patient outcomes - from the widely adopted and established through to cutting-edge NGS and precision diagnostics.

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.

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

Preferred Qualifications:

• Previous experience working with customers in technical services position preferred

All your information will be kept confidential according to EEO guidelines.

Pay range for this role is:

Minimum: USD$60,000/ yearly

Maximum: USD$81,000/ yearly

The salary range provided covers the minimum and maximum amounts projected for this role. The base salary will be influenced by factors like experience, skills, and location.

What we offer (US based-employees):

• Competitive compensation with strong bonus program
• Comprehensive medical, dental, and vision benefits for employees and dependents
• FSA/HSA Pre-tax savings plans for health care, childcare, and elder care
• Deductible Buffer Insurance and Critical Illness Insurance
• 401(k) retirement plan with matching employer contribution
• Company-paid short- and long- term disability, life insurance, and employee assistance program
• Flexible work options
• Pet Insurance for our furry friends
• Enhanced Parental leave of 8 additional weeks
• PTO that begins immediately
• Town Hall monthly meeting onsite/virtual, Cheer program where employees are recognized for outstanding work, Company wide social events, frequent catered lunches and much more!

Join LGC and become part of a team that values collaboration, integrity, and brilliance in all we do. We are committed to encouraging a workplace where everyone can thrive and contribute to our mission. Our values:

• PASSION
• CURIOSITY
• INTEGRITY
• BRILLIANCE
• RESPECT

Equal opportunities

LGC is committed to the principle that each job candidate and staff member should be respected for their specific abilities, regardless of age, disability, race, color, ethnic background, nationality, gender, sexual orientation, gender identity, marital status, parental obligations, religion, or personal convictions. The procedures for shortlisting, conducting interviews, and making selections will always be free from bias based on gender, marital status, color, race, nationality, ethnicity, religion, age, or union membership.

For more information about LGC, please visit our website www.lgcgroup.com

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