Support Specialist - Technical

For more information, please send a CV/Resume with a cover letter to careers@dotmatics.com

Job Description

The Support Specialists’ primary role is to provide technical assistance and support, related to Dotmatics solutions to existing customers in an efficient and accurate manner. This is an evolving role in a growing company.

In this varied role you will work closely with both customers and Dotmatics’ staff to provide swift resolutions to incoming queries and issues. You will help to grow our Support department and be involved in all aspects from the outset.

Duties and Responsibilities

  • Respond to customer queries in a timely and satisfactory manner
  • Ask questions to determine nature of problem
  • Walk customer through problem-solving process
  • Properly escalate unresolved queries
  • Follow up with customers to ensure issue has been resolved
  • Ensure proper recording, documentation and closure
  • Work effectively within a team and independently
  • Bug reporting and testing
  • Other ad hoc duties as required

Person Specification

  • BSc in Science or Computer Science
  • Professional telephone manner
  • The capacity to think ahead, plan and prioritise own workload
  • Enjoy problem solving
  • Good IT skills are essential along with the ability to learn new systems quickly
  • Motivated, ambitious and self-starter with the determination to succeed
  • Understanding of Chemistry/Biology or experience in a pharmaceutical/biotech environment is desirable
  • An understanding of Relational Databases and/or Oracle SQL would be an advantage

Reports to

Software Support Manager

Benefits

Salary and benefits are commensurate with experience and skills.

Contract

Permanent

Location

Bishop's Stortford, UK

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In order to comply with customer requirements and Dotmatics internal processes, Dotmatics will undertake appropriate vetting of staff. When applicants accept a job offer, Dotmatics, alongside a specialist provider, will undertake professional verification and criminal record checks. These checks are only undertaken with consent and in accordance with regulatory obligations. Any job offer will be subject to receipt of satisfactory background checks.

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