Support Engineer 1

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.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.