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LabWare Associate Support Agent

Company: LabWare
Location: Wilmington
Posted on: September 16, 2020

Job Description:

LabWare has immediate openings for Associate Support Agents in support of our Portable Disease Surveillance Lab (PDSL). We have developed a mobile, cloud-based system that reduces the need for cumbersome, and often mistake-prone paperwork. Our field collection kit, the PDSL, will also enable rapid communication of testing results to individuals as well as public health labs anywhere across the country, including the US Centers for Disease Control and Prevention (CDC)..LabWare is interested in energetic, highly motivated team players to join the PDSL team that is responsible for the design, configuration, deployment and support of LabWare PDSL solutions.This is a ideally located in the Wilmington, DE area. . Current work hours are East Coast hours with some on-call potential.PDSL Responsibilities and Expectations:----------------Monitor and answer incoming calls to the PDSL support hotline----------------Monitor incoming incidents assigned to PDSL support team----------------Record incoming calls as incidents in request management system----------------Take ownership and investigate requests within the scope of training and assigned tasks----------------Interface with PDSL project team as required to resolve incidents and requests.----------------Interface with PDSL infrastructure team as required to resolve incidents and requests.----------------Escalate incidents and requests outside of scope of training and assigned tasks.----------------Interface with PDSL support manager to ensure incident quality control and SLA compliance and reporting----------------Develop and maintain LabWare product knowledge----------------Ability and willingness to work independently and with a team----------------Accept Mentoring from Senior PDSL team members----------------Work US East Coast 8 AM to 5 PM ET, M-F----------------100% time commitment to PDSL support workTechnical Skills:----------------Minimum 2 years' experience in a support or customer service role, preferably supporting LabWare products----------------Previous experience working in a call center role is a plus----------------Proficiency in use and troubleshooting portable devices, specifically iOS----------------Proficiency in Microsoft Office products (PowerPoint, Word, Excel, Access)----------------Some database knowledge (Oracle/SQL/PostgreSQL)Additional Requirements and Soft Skills:----------------Bachelor's degree----------------0-2 years of work experience in a laboratory, IT setting or professional work environment----------------Interpersonal and communication skills (verbal and written)----------------Previous working experience supporting application(s) for internal and/or external customers----------------Strong analytical and problem solving skills----------------Adept in self-learning----------------Attention to detail----------------Excellent organizational, time management and follow through skills----------------Strong Customer Service skills----------------Self-motivated----------------Positive attitude, ability to motivate customers and establish credibility----------------Access to highly reliable high speed internet service.--Good Corporate Citizenship:----------------Professionally represent LabWare----------------Achieve and retain LabWare Consultant Certification----------------Maintain training record----------------Dedicated LabWare employee

Keywords: LabWare, Wilmington , LabWare Associate Support Agent, Sales , Wilmington, Delaware

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