Bilingual Technical Support- Informatics Software Specialist Level 1

Position Summary :

Providing Level 1 technical support (verbal and written) for the Companys 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 Companys 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.

Qualifications :

Preferred Qualifications :

Additional Information :

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

Pay range for this role is :

Minimum : CAD $60000 / yearly

Maximum : CAD $81000 / 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.

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 :

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

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Remote Work : Yes

Employment Type : Full-time

Key Skills

Dhcp,SQL,Active Directory,VOIP,VMware,Customer Service,Windows,Trouble Shooting,Java,VPN,Sharepiont,hardware,Dns,Technical Support,Software Applications

Department / Functional Area : Customer Service

Experience : years

Vacancy : 1