The Customer Technical Support / Application Engineer - Tier 1 at ValGenesis is a crucial member of our Customer Technical Services team, responsible for addressing customer technical concerns and ensuring high levels of customer satisfaction. This role involves direct interaction with customers to resolve technical issues, the development of documentation to support problem resolution, and participation in audits to ensure compliance and service quality. The ideal candidate will possess a strong technical background, excellent problem-solving abilities, and a commitment to continuous learning. We have a preference for someone with a strong technical background.
Responsibilities
Customer Interaction & Support:
Address customer questions and concerns regarding ValGenesis software products, ensuring clear and effective communication.
Respond to incoming calls and emails from customers, providing timely and accurate support.
Technical Troubleshooting:
Troubleshoot and resolve technical issues encountered by customers, offering solutions or escalating issues as necessary.
Reproduce bugs/defects in a testing environment and conduct basic testing and retesting after bug fixes are applied.
Execute test scripts to verify issues/defects, ensuring that solutions meet quality standards.
Documentation & Compliance:
Develop technical documents detailing issues and the testing procedures used to verify issue resolution or defect reproduction.
Track reported issues/defects in the Incident Management System (IMS), ensuring all issues are logged and addressed according to SLAs (Service Level Agreements).
Develop and maintain work instruction documents to standardize support processes and procedures.
Knowledge Management:
Contribute to the development of a Knowledge Base, including articles, how-to guides, FAQs, and resources to help customers solve common issues independently.
Collaboration & Continuous Improvement:
Work closely with other teams, such as Engineering or Product, to escalate issues related to enhancements or gaps in applications.
Engage in continuous learning to enhance product knowledge and technical skills.
Track and report on key customer success metrics, such as resolution time and customer satisfaction scores.
Requirements
Bachelor's degree with a preferred focus in Pharmaceutical Sciences, Chemical Engineering, Computer Science, Information Technology, Engineering, or a related field.
Proven experience in customer support or technical support roles, preferably within the software or IT industry.
Experience with MS Word and MS Excel applications.
Fluency in Portuguese and English is required—both written and verbal communication skills must be excellent.
Excellent communication skills, both written and verbal, with the ability to explain complex technical issues in a clear and concise manner.
Strong problem-solving skills and attention to detail.
Ability to work effectively in a team environment, collaborating with other departments to resolve customer issues.
Commitment to providing exceptional customer service, focusing on resolving issues efficiently and enhancing customer satisfaction.
Strong time management and organizational skills.
We'd Love It If You Also Had…
Background in the Life Sciences Industry (e.g., Pharma, BioTech, Validation, Cleaning Validation, Risk Management, or manufacturing) will be highly valued.
1 to 2 years of experience with Object-Oriented Programming Concepts (in any language).
Proficiency in writing queries in SQL Server.
Familiarity with software testing tools and the ability to troubleshoot technical issues.
Strong technical skills, including familiarity with software development principles.
Certifications: ITIL, CompTIA A+, SQL.
Benefits
We're on a Mission In 2005, we disrupted the life sciences industry by introducing the world's first digital validation lifecycle management system. ValGenesis VLMS revolutionized compliance-based corporate validation activities and has remained the industry standard. Today, we continue to push the boundaries of innovation ? enhancing and expanding our portfolio beyond validation with an end-to-end digital transformation platform. We combine our purpose-built systems with world-class consulting services to help every facet of GxP meet evolving regulations and quality expectations.
The Team You'll Join
Our customers' success is our success. We keep the customer experience centered in our decisions, from product to marketing to sales to services to support. Life sciences companies exist to improve humanity's quality of life, and we honor that mission. We work together. We communicate openly, support each other without reservation, and never hesitate to wear multiple hats to get the job done. We think big. Innovation is the heart of ValGenesis. That spirit drives product development as well as personal growth. We never stop aiming upward. We're in it to win it. We're on a path to becoming the number one intelligent validation platform in the market, and we won't settle for anything less than being a market leader.
How We Work
Our Lisbon office is hybrid. We believe that in-person interaction and collaboration foster creativity, and a sense of community, and is critical to our future success as a company. Our hybrid schedule is 4 days per week, within a reasonable commuting distance to our Lisbon office. ValGenesis is an equal opportunity employer that makes employment decisions on the basis of merit. Our goal is to have the best-qualified people in every job. All qualified applicants will receive consideration for employment without regard to race, religion, sex, sexual orientation, gender identity, national origin, disability, or any other characteristics protected by local law.
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