We are Hiring!

 

 

 

Sollicatie Support


Support Analyst Job Description

 As a Support Analyst, you are responsible for providing technical support to customers using our LIMS platform. You play a crucial role in resolving technical issues, providing product support to users, and contributing to the overall improvement of customer satisfaction.


Job Description

Join our Support Team if you have analytical insight and a service-oriented attitude. While an affinity with system administration is a plus, it is not required. As a Support Analyst, you play a crucial role in triaging incoming questions from both customers and internal stakeholders.These questions vary greatly in complexity, from simple informational inquiries to (customer specific) system configurations.

As a Support Analyst, you bring together the right expertise for a seamless process flow. Thorough documentation and traceability are essential aspects of this role, providing a solid foundation for effective case management.

 A selection of the diverse daily tasks:
  • Answering incoming calls, emails, and tickets from customers regarding technical issues, questions, and requests related to the iLES platform.
  • Diagnosing and resolving technical issues related to the iLES platform, including but not limited to installation problems, configuration challenges, functional bugs, and performance-related issues.
  • Documenting problem resolutions, configurations, and procedures in the knowledge base to ensure consistent support and knowledge sharing within the team.
  • Collaborating with internal developers and business solution consultants to resolve complex technical issues and provide feedback for product improvements.
  • Providing product support to end-users to help them effectively use the iLES platform.
  • Identifying trends and common issues to develop long-term solutions and improve overall customer satisfaction.
  • Contributing to the continuous improvement of customer service processes and procedures to increase the efficiency and effectiveness of the helpdesk.
Requirements

You are proactive and timely identify improvements or problems and contribute to their resolution. You are not afraid to ask questions and indicate in a timely manner if you get stuck. You enjoy brainstorming with other people to get and answer questions. You can work quickly and result-oriented based on tasks in a very dynamic environment and keep an overview of outstanding tasks.

 Additionally, you have:

  • A bachelor's or associate degree in computer science, information technology, biotechnology, or a related field, or equivalent work experience.
  • Excellent communication skills, both verbal and written, with the ability to convey technical information clearly and understandably to non-technical users.
  • Strong problem-solving skills with a solid understanding of LIMS software and related systems.
  • Experience in customer service or technical support, preferably within a laboratory environment.
  • Knowledge of laboratory processes and procedures is an advantage but not required.
  • Ability to work under pressure and manage multiple tasks simultaneously.
  • A team player with a positive attitude and a strong motivation to learn and grow within the company.
Offered

An informal working atmosphere in a flat structure, a driven team, and many involved colleagues, with whom you work daily to provide the best solutions. Colleagues are also up for a walk during lunch in the afternoon and occasionally play a game together at the end of the week;

  • A market-conform salary;
  • 25 vacation days;
  • Phone/Laptop;
  • Other wishes in consultation;
Company Profile

iVention (www.ivention.nl) (+/-50employees) is part of GENII (https://gsg-genii.com/). The latter is a company of +/- 2800 employees and operates in various industries. iVention falls under the 'Laboratories' branch of GENII (https://gsggenii.com/en/industries/#produktion) and has been chosen as the platform of choice to realize all functionality within this branch. This is the challenge we now face, without losing sight of the result obligation and support for existing customers.

ICT plays a crucial role in laboratories to promote efficiency, accuracy, and compliance. Here are some areas where ICT can support a laboratory:

  • Laboratory Information Management System (LIMS): A LIMS is a software platform that plans and tracks every step of the analysis process. It helps manage samples, plan
    analyses, track results, and ensure regulatory compliance. With a LIMS, laboratories can:
    -  Receive and track samples.
    -  Plan and manage analyses.
    -  Process and calculate results from various sources digitally.
    -  Improve traceability using barcode scanning and logging.
  • Electronic Laboratory Notebook (ELN): A digital notebook for research results. It helps compare results and often contains instructions (protocols) for analyses. ELNs must comply with ISO standards for data storage and backup.
  • Laboratory Execution System (LES): A system that builds on the basics of LIMS and specializes in laboratory activities. It can help solve technical problems, provide user support in their daily lab processes when measuring and recording results.
  • Quality Control: ICT can help work more efficiently and improve traceability. In short, ICT plays a key role in streamlining laboratory processes, ensuring accuracy, and meeting regulations.

To make the above possible, we are building the iVention iLES platform. This is done with a team of developers/testers for software development and a team of consultants for the functional implementation of the product at the customer.


Next Steps

Are you interested in the above profile for Support Analyst?

iVention B.V. looks forward to receiving your application! By clicking the apply button, you will be directed to a clean application screen where you can respond to the Support Analyst vacancy with your CV.

Apply Now