Support Engineer 1

Verathon Inc; Colchester (VT); On-site; USD 40,000 - 56,600; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401(k) matching plan

Paid time off

Paid holidays

Job summary

A leading medical technology company located in Vermont is seeking a Data Innovations Support Engineer 1 to provide high-quality technical support for their software products. The role involves resolving customer issues, developing product knowledge, and ensuring excellent customer service. Ideal candidates will have strong communication skills, the ability to solve problems collaboratively, and a Bachelor's degree or equivalent experience. Compensation ranges from $40,000 to $56,600 depending on experience, along with comprehensive benefits including medical and a 401(k) plan.

Qualifications

• Ability to communicate and understand technical language.
• Strong interpersonal and communication skills.
• Problem solving capability is essential.
• Collaborative team player desired.
• Ability to prioritize and manage time effectively.

Responsibilities

• Develop working knowledge of products and troubleshooting.
• Provide outstanding customer support on software products.
• Promptly respond to customer requests and resolve issues.
• Document interactions and resolutions for future review.
• Participate in after-hours emergency support rotations.

Skills

Technical communication skills

Interpersonal skills

Problem solving

Team collaboration

Time management

Education

Bachelor's degree or equivalent experience

Job description

Data Innovations 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 elevate 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 the tracking system.

Requirements

Knowledge, Skills, and Abilities:

• Ability to communicate and understand technical language
• Strong interpersonal and communication 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

The employee is predominantly 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.

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.

This person reports to a Customer Service Manager.

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.