Informatics Support Team Specialist at Azenta

Azenta Inc.At Azenta new ideas new technologies and new ways of thinking are driving our future. Our customer focused culture encourages employees to embrace innovation and challenge the status quo with novel thinking and collaborative work relationships.All we accomplish is grounded in our core values of Customer Focus Achievement Accountability Teamwork Employee Value and IntegrityJob TitleInformatics Support Team SpecialistJob DescriptionAt Azenta new ideas new technologies and new ways of thinking are driving our future. Our customer-focused culture encourages employees to embrace innovation and challenge the status quo with novel thinking and collaborative work relationships.Azenta Life Sciences is aglobal leader in the life sciences space with headquarters in Burlington MA and offices and operations worldwide. We area market leader in automated bio sample management solutions and genomic services across areas such as drug development clinical and advanced cell therapies for the industrys top pharmaceutical biotech academic and healthcare institutions globally. We provide unparalleled capabilities with our lab analysis sample management and storage services informatics software and consumables with the largest installed base managing over 1 billion samples globally.How Youll Add ValueThe Support Specialist will interact with customers prior to provide and/or after sale. Will provide prompt and accurate customer service and increase client satisfaction. Will provide technical assistance to clients and help troubleshoot software applications using remote troubleshooting techniques. The Support Specialist will help identify the severity and impact of issues to assist software engineering and project management teams understand technical issues that have occurred with customers as they arise to help prioritize appropriate reconfigurations of the software if needed.What Youll DoProvide prompt and accurate customer service support and address user tickets regarding software and technical use issuesConduct remote troubleshootingWill communicate directly with end-users to understand the issue being reported and ask targeted questions to diagnose problemsTrain customer end-users on various software application systems they have purchasedGuide users with simple step-by-step instructionsTest alternative pathways until issue is resolvedRecord technical issues and solutions in appropriate internal tracking systemsWork with QA to develop Test Cases to prevent recurrence of issues.Direct unresolved issues to the next level of support personnelFollow up with clients to ensure their systems are functionalReport customer feedback and potential product requestsWhat You Will BringRequiredBSc in Computer Science or similar technical field of study or equivalent combination of education and experience1-5 years of relevant practical experienceMust have computer skills with ability to write scriptsAbility to perform remote troubleshootingAbility to provide clear instructionsAbility to document and troubleshoot errorsAbility to work independentPreferredExperience with LIMS / LIS systems preferredExperience in software support and quality methodologiesWorking knowledge of issue tracking services (RedMine Spiceworks JIRA etc.) a plusExperience with Tier 2 or higher service level agreementKnowledgeable of programming language (Python Ruby etc.)Your Working Conditions: General office settingEOE M/F/Disabled/VETIf any applicant is unable to complete an application or respond to a job opening because of a disability please email at for assistance.Azenta is an Equal Opportunity Employer. This company considers candidates regardless of race color age religion gender sexual orientation gender identity national origin disability or veteran status.United States Base Compensation: $79000.00 - $99000.00The posted pay range for this position is an estimate based on current market data and internal pay structure. Final compensation may vary above or below this range depending on factors such as experience education (including licensure and certifications) qualifications performance and geographic location among other relevant business or organizational needs.Required Experience:IC Key Skills Children Activity,Access Control,Human Resources Administration,Government,Actuary,Hydraulics Employment Type : Full-Time Experience: years Vacancy: 1 Monthly Salary Salary: 79000 - 99000