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

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Salary Range: $40,000 - $56,600 (Compensation will vary based on skills and experience)

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Bonus Eligibility: Full-time, non-sales employees are eligible for DI’s annual bonus plan based on company and individual performance.

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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.