Support Engineer

Clinisys is a global provider of intelligent diagnostic informatics solutions and expertise designed to redefine the modern laboratory, across healthcare, life sciences, and public health. Millions of diagnostic results and data insights are generated every day using Clinisys’ platform and cloud-based solutions in over 4,000 laboratories across 39 countries. Headquartered in Tucson, Arizona, and Woking, England, Clinisys’ mission is to enhance the effectiveness of diagnostic workflows in any laboratory or testing environment and keep citizens and communities healthier and safer.

Clinisys has built an unrivalled reputation for deploying complex diagnostic networks and academic centres – and is the only provider to repetitively deliver to all disciplines end-to-end – at scale. Fostering healthier communities. 

Role Description:

The Customer Support Engineer will work within the Clinisys Customer Support environment reviewing and resolving incidents as logged by Clinisys customers within Service Level Agreement timescales as directed by the Support Director to satisfy the customer and business requirements.

This is a permanent role comprising a five-day week from 09h00 till 18h00. Added with shifts to cover our 24/7 operations. This is an office job (in Paris, France), possibilities to work from home if required.

Responsibilities:

• To understand, comply and develop with customer and Clinisys procedures, working practices and directives in a timely manner

• Contribute to the development of product software

• To understand the customers’ short and long term strategies, advise and assist with Clinisys products to facilitate these needs

• To partake in the service desk shifts as required

• To fully understand the service Clinisys has been engaged to deliver in line with contractual and other customer expectations

• To establish and maintain high levels of call ownership – resolving, progressing and managing all calls to a satisfactory conclusion on the Clinisys call management system, ensuring that appropriate parties (including caller/customer) are kept up to date on call progress

• To be the single point of contact for the customer

• To establish a quality working relationship with end users and solve their problems in a timely fashion by using and developing diagnosis, analytical, problem solving, discipline specific and technical skills to achieve Service Levels

• To understand and operate the escalation procedure within the defined limits of time, knowledge and level of contracted support

• To behave as a role model for: delivering results; enthusiasm and enjoyment of your work; for teamwork; for coaching and mentoring of colleagues and team members and for professional standards of behaviour.

• To maintain and update all quality documentation issued to you by the company

• To support the development of internal systems

• To attend team meetings and agreed training courses

• To be responsive to reasonable requests from your line manager

• To progress personal development and encourage the development of other team members

• To complete administrative duties including holiday, sickness and overtime forms in a timely manner

• Register time spent on an incident to the related project

Knowledge, Skills & Abilities:

• Experience within an IT or software providers organization is desirable

• Proven knowledge in a scientific lab, with focus on lab process and IT

• Knowledge about SaaS solution is a plus

• Excellent decision making / problem solving skills

• Strong planning and organisational skills

• Excellent verbal and written communication skills; including communicating with technical and non-technical clients and staff at all organisational levels

• High levels of commitment and ability to take action when necessary

• Fluent level of French and English, written and spoken.

Onboarding
As part of our onboarding process, all new employees will be required to attend / travel to the office on their first day of employment. This requirement is essential for onboarding activities, including the identity verification, completion of necessary documentation, receiving your IT equipment, introductions to key team members, and orientation to Clinisys policies and procedures.

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