Spotfire Server Support Engineer
- Employer
- Perkin Elmer
- Location
- Waltham MA US
- Closing date
- Jul 18, 2017
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- Sector
- Science, Physical Sciences and Engineering
- Hours
- Full Time
- Organization Type
- Corporate
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Role Purpose
The ideal candidate would have strong customer support experience with knowledge on supporting Server and Applications. In this role, the individual would have an opportunity to expand and combine these skills within our team to help support and maintain life science customers as call volumes continue to increase
Key Competencies
The ideal candidate would have strong customer support experience with knowledge on supporting Server and Applications. In this role, the individual would have an opportunity to expand and combine these skills within our team to help support and maintain life science customers as call volumes continue to increase
Key Competencies
- Customer focus
- Good English oral and written communication skills
- Problem solving and analytical capabilities
- Planning, Prioritizing and Reporting
- Attention to detail and a concern for quality
- Implement and promote use of consistent, efficient and quality processes (within the ITIL framework) to handle enterprise application supportEnsure compliance with company and customer QA policies, procedures and best practices
- Create, maintain and assume accountability for a culture of high customer service
- Track support cases through their life cycle with a focus on meeting established SLA’s
- Work with R & D to escalate and track support cases that require software patches/ upgrades
- Generate weekly/ monthly reports for both internal and external consumption on all support activities
- Plan, allocate and manage support activities efficiently
- Train and mentor Support Engineers and write KB articles when appropriate.
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