Technical Support – Informatics Software Specialist Level 1

Yesterday

🦞 Maine – Remote

Although this job is listed in Maine, this company may be open to hiring remote in other states.

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

🦅 H1B Visa Sponsor

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LGC

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Biotechnology • Pharmaceuticals • Science

LGC is a global leader in life science tools, partnering with customers to provide innovative solutions for some of the world's most complex challenges. The company specializes in diagnostics and genomics, offering products and services that improve the safety of food, medicines, and the environment. LGC's expertise extends to nucleic acid therapeutics, biosearch technologies, and reference standards, supporting accurate diagnostics and safety compliance. Their commitment to science and public health is evident in their response to global pandemics and contribution to conservation efforts using genotyping technologies. By collaborating with end-user labs, biopharma, and academic institutions, LGC continues to advance precision medicine and enhance global health standards through research, proficiency testing, and the development of new technologies.

1001 - 5000 employees

Founded 1842

🧬 Biotechnology

💊 Pharmaceuticals

🔬 Science

📋 Description

• Providing Level 1 technical support (verbal and written) for the Company’s software products (IAMQC, MSDRx) and related applications to both external and internal customers. • 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. • 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

• Bachelor’s degree in a field related to life sciences. • Proficiency in software applications, effective issue resolution, troubleshooting, and customer communication. • Minimum of 2 years customer support experience. • Working knowledge of Microsoft Office products (Word, Excel, PowerPoint). • Previous experience working with customers in technical services position preferred

🏖️ Benefits

• All your information will be kept confidential according to EEO guidelines. • 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: PASSION CURIOSITY INTEGRITY BRILLIANCE RESPECT • 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.