Key skills
SalesforceProduct ManagementCommunicationSales
About this role
Role Overview
- 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 Company’s quality system and regulatory requirements pertaining to customer support and complaint handling; maintain the completeness and accuracy of case information.
- 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.
- 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.
Requirements
- Fluency in both written and verbal English and French is required.
- Bachelor’s degree in a field related to life sciences.
- Minimum of 2 years customer support experience.
- Proficiency in software applications, effective issue resolution, troubleshooting, and customer communication.
- Working knowledge of Microsoft Office products (Word, Excel, PowerPoint).
Benefits
- Competitive compensation with strong bonus program
- Comprehensive medical, dental, and vision benefits for employees and dependents
- FSA/HSA Pre-tax savings plans for health care, childcare, and elder care
- Deductible Buffer Insurance and Critical Illness Insurance
- 401(k) retirement plan with matching employer contribution
- Company-paid short
- and long
- term disability, life insurance, and employee assistance program
- Flexible work options
- Pet Insurance for our furry friends
- Enhanced Parental leave of 8 additional weeks
- PTO that begins immediately
- Town Hall monthly meeting onsite/virtual, Cheer program where employees are recognized for outstanding work, Company wide social events, frequent catered lunches and much more!