CINXE.COM
Support Specialist
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Our customer-focused culture encourages employees to embrace innovation and challenge the status quo with novel thinking and collaborative work relationships. </p><p></p><p>Azenta Life Sciences is a global leader in the life sciences space with headquarters in Burlington, MA, and offices and operations worldwide. We are a market leader in automated bio sample management solutions and genomic services across areas such as drug development, clinical and advanced cell therapies for the industry's 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.</p><p></p><p>The 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. </p><p><b>Essential Functions</b> </p><ul><li>Provide prompt and accurate customer service support and address user tickets regarding software and technical use issues </li></ul><ul><li>Conduct remote troubleshooting </li></ul><ul><li>Will communicate directly with end-users to understand the issue being reported and ask targeted questions to diagnose problems </li></ul><ul><li>Train customer end-users on various software application systems they have purchased </li></ul><ul><li>Guide users with simple, step-by-step instructions </li></ul><ul><li>Test alternative pathways until issue is resolved </li></ul><ul><li>Record technical issues and solutions in appropriate internal tracking systems </li></ul><ul><li>Work with QA to develop Test Cases to prevent recurrence of issues. </li></ul><ul><li>Direct unresolved issues to the next level of support personnel </li></ul><ul><li>Follow up with clients to ensure their systems are functional </li></ul><ul><li>Report customer feedback and potential product requests </li></ul><p></p><p><b>Required</b> </p><ul><li>BSc in Computer Science or similar technical field of study or equivalent combination of education and experience </li></ul><ul><li>1-5 years of relevant practical experience </li></ul><ul><li>Must have computer skills with ability to write scripts </li></ul><ul><li>Ability to perform remote troubleshooting </li></ul><ul><li>Ability to provide clear instructions </li></ul><ul><li>Ability to document and troubleshoot errors </li></ul><ul><li>Ability to work independent </li></ul><p><b>Preferred</b> </p><ul><li>Experience with LIMS / LIS systems preferred </li></ul><ul><li>Experience in software support and quality methodologies </li></ul><ul><li>Working knowledge of issue tracking services (RedMine, Spiceworks, JIRA, etc.) a plus </li></ul><ul><li>Experience with Tier 2 or higher service level agreement </li></ul><ul><li>Knowledgeable of programming language (Python, Ruby, etc.) </li></ul><p></p><p><b>EOE M/F/Disabled/VET</b></p><p></p> </div> </div> </article> </main> <section class="section-footer-statement inner "> <div class="container"> <p class="heading paragraph-MD mb-3">Azenta Life Sciences is committed to creating a diverse environment and is proud to be an Equal Opportunity Employer. </p> <ul id="accordion-footer-statement" class="accordion list-unstyled"> <li class="card collapse-item "> <div id="collapse-btn1" class="card-header"> <button class="btn collapse-btn btn-as-link w-100 text-left d-block" type="button" data-toggle="collapse" data-target="#collapse1" aria-controls="collapse1" aria-expanded="false" > <span class="paragraph-MD-bold">Equal Employment Opportunity</span> </button> </div> <div id="collapse1" class="collapse " aria-labelledby="collapse-btn1" data-parent="#accordion-footer-statement" > <div class="card-body"> <div class="row"> <div class="col-md-11"> <div class="paragraph-MD"><p>As an Equal Opportunity Employer, we do our utmost to ensure that there is no discrimination or bias against anyone applying for a job or in any phase of employment for reasons related to race, color, religion, gender, national origin or ancestry, age, disability, veteran status, military service, sexual orientation, genetic information, or gender identity.<br></p><p>We welcome and value diversity, to ensure that our work benefits from a broad range of viewpoints and perspectives. Our growing global reach gives us the opportunity to bring to our business an even richer diversity of experiences and capabilities. For assistance in the application process, please reach out to<span> </span><a href="mailto:HR.Recruiting@azenta.com">Recruiting@azenta.com</a><span> </span>or call (978) 262-2400.<span> Review EEO Poster </span> <a href="https://www.dol.gov/sites/dolgov/files/OFCCP/regs/compliance/posters/pdf/22-088_EEOC_KnowYourRights.pdf">Know Your Rights: WOrkplace Discrimination is Illegal (dol.gov)</a> </p><p><span>Azenta Life Sciences</span> participates in E-Verify®, and will provide the United States Federal Government with your form I-9 information to confirm you are authorized to work in the United States. For more information, please visit E-Verify® at<span> </span><a href="https://www.dhs.gov/E-Verify" target="_blank" rel="noopener">www.dhs.gov/E-Verify</a>. E-Verify® is a registered trademark of the U.S. Department of Homeland Security.</p> </div> </div> </div> </div> </div> </li> <li class="card collapse-item "> <div id="collapse-btn2" class="card-header"> <button class="btn collapse-btn btn-as-link w-100 text-left d-block" type="button" data-toggle="collapse" data-target="#collapse2" aria-controls="collapse2" aria-expanded="false" > <span class="paragraph-MD-bold">Pay Transparency Nondiscrimination Statement</span> </button> </div> <div id="collapse2" class="collapse " aria-labelledby="collapse-btn2" data-parent="#accordion-footer-statement" > <div class="card-body"> <div class="row"> <div class="col-md-11"> <div class="paragraph-MD"><p>The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.<br></p><p>41 CFR 60-1.35(c)</p> </div> </div> </div> </div> </div> </li> </ul> </div> </section> <footer class="footer brand_secondary" id="footer"> <div class="container"> <div class="row justify-content-between text-center text-lg-left"> <div class="col-xl-auto text-center text-lg-left"> <a class="navbar-brand logo-wrapper" href="https://www.azenta.com/" target="_blank" > <img 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