Technical Support Specialist

Somerset, NJ

Post Date: 07/07/2017 Job ID: 7614 Industry: IT Pay Rate: 65,000 - 70,000/yr.

Job Description

Provides technical applications support to customers, answering highly complex questions on function and usage of the companies Information Management Systems (LIMS). Serves as a primary support liaison between company and customer. Conveys customer feedback to product development staff. Possesses expert knowledge of company s products and other applications used by customers.

Primary Job Objectives

  • Responsible for supporting customers via telephone or email and work to ensure maximum satisfaction and retention of all customers by receiving calls and enquiries, investigating, evaluating and solving customer issues for LIMS product.

  • Investigate and resolve customer related inquiries related to 3rd party products "such as" Business Objects, Jasper, Oracle, SQL Server, JBoss, WebSpher or WebLogic.

  • Maintain technical competence on both products and industry standard technologies.

  • Must troubleshoot multiple customer issues simultaneously; responsible for effective customer communication and follow-up.

  • Work across organizations to resolve issues, including working with product development and professional services teams.

  • Promote and maintain a high quality, professional, service-oriented company image among users.

  • Contributes to overall service revenue by providing excellent customer service and identifying any leads for sales opportunities.

Job Qualifications Necessary

  • Excellent time management, communications, decision-making, presentation, and organizational skills.

  • Excellent knowledge of all customer support areas.

  • LIMS experience a plus

  • Basic programming knowledge in Java, JSP, and Groovy a plus.

  • Database knowledge in Oracle and/or SQL Server a plus.

  • Knowledge with JBoss, WebSphere or WebLogic a plus.

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