Technical Support Specialist

il y a 3 semaines

Paris, Île-de-France Clinisys Temps plein

Clinisys is a worldwide leader in providing advanced diagnostic informatics solutions and expertise aimed at transforming the contemporary laboratory landscape across healthcare, life sciences, and public health sectors. Each day, millions of diagnostic results and data insights are produced utilizing Clinisys' platform and cloud-based offerings in numerous laboratories globally. Clinisys is dedicated to improving the efficiency of diagnostic workflows in any laboratory or testing environment, ultimately contributing to healthier and safer communities.

With a strong reputation for implementing intricate diagnostic networks and academic institutions, Clinisys stands out as the sole provider capable of consistently delivering comprehensive solutions across all disciplines at scale.

Role Overview:

The Technical Support Specialist will operate within the Clinisys Customer Support framework, addressing and resolving incidents reported by Clinisys clients within the designated Service Level Agreement timelines as directed by the Support Director, ensuring alignment with both customer and business needs.

This is a permanent position requiring a five-day workweek, with operational hours from 09h00 to 18h00, including shifts to support our 24/7 service. This role is primarily office-based, with the option for remote work as necessary.

Key Responsibilities:

  • Understand, adhere to, and enhance customer and Clinisys protocols, working practices, and directives promptly.
  • Contribute to the enhancement of product software.
  • Comprehend the customers' short and long-term objectives, providing guidance and support with Clinisys products to meet these requirements.
  • Participate in service desk shifts as needed.
  • Fully grasp the services Clinisys is contracted to deliver in accordance with customer expectations.
  • Maintain high levels of call ownership, ensuring all calls are resolved, progressed, and managed satisfactorily within the Clinisys call management system, keeping relevant parties informed of call status.
  • Serve as the primary point of contact for the customer.
  • Build and sustain a quality working relationship with end users, resolving their issues promptly by employing and refining diagnostic, analytical, problem-solving, discipline-specific, and technical skills to meet Service Levels.
  • Understand and implement the escalation procedure within the defined limits of time, knowledge, and level of contracted support.
  • Act as a role model for delivering results, demonstrating enthusiasm and enjoyment in work, fostering teamwork, and upholding professional standards of behavior.
  • Maintain and update all quality documentation provided by the company.
  • Support the development of internal systems.
  • Attend team meetings and participate in agreed training sessions.
  • Respond to reasonable requests from your line manager.
  • Promote personal development and encourage the growth of fellow team members.
  • Complete administrative tasks, including holiday, sickness, and overtime forms, in a timely manner.
  • Log time spent on incidents to the corresponding project.

Required Knowledge, Skills & Abilities:

  • Experience in an IT or software provider organization is preferred.
  • Proven knowledge in a scientific laboratory setting, with an emphasis on laboratory processes and IT.
  • Familiarity with SaaS solutions is advantageous.
  • Strong decision-making and problem-solving abilities.
  • Excellent planning and organizational skills.
  • Exceptional verbal and written communication skills, capable of engaging with both technical and non-technical clients and staff at all levels.
  • High levels of commitment and the ability to take initiative when necessary.
  • Proficiency in both French and English, written and spoken.

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