LGC

Compensation

Full Description

Job Description: • Provide daily technical support to customers in the use of LGC Software applications with a primary focus on IAMQC and MSDRx applications for Quality Measurement Tools. • Support methods include telephone, e-mail, and online customer meetings. • 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. • Manage and track customer inquiries to ensure timely resolution. • Provide regular reports on case status and trends to management. Requirements: • Bachelor’s degree in a field related to life sciences. • Minimum of 2 years customer support experience. • Proficiency in software applications, effective issue resolution, troubleshooting, and customer communication. • Fluency in both written and verbal English and French is required. • Working knowledge of Microsoft Office products (Word, Excel, PowerPoint). Benefits: • Competitive compensation with strong bonus program • Comprehensive medical, dental, and vision benefits for employees and dependents • FSA/HSA Pre-tax savings plans for health care, childcare, and elder care • Deductible Buffer Insurance and Critical Illness Insurance • 401(k) retirement plan with matching employer contribution • Company-paid short- and long- term disability, life insurance, and employee assistance program • Flexible work options • Pet Insurance for our furry friends • Enhanced Parental leave of 8 additional weeks • PTO that begins immediately • Town Hall monthly meeting onsite/virtual • Cheer program where employees are recognized for outstanding work • Company wide social events • Frequent catered lunches and much more!