Careers
Helpdesk Software Support Analyst / Clinical Pathology Specialist
Conshohocken, Pennsylvania
About the position
As a Software Support Analyst working for the Instem Helpdesk you will be involved in providing 1st line support to external customers worldwide, assisting them in the use of our market-leading software solutions. You will resolve practical issues and software problems, referring escalated issues to 2nd level support. The position offers a variety of work in a friendly working environment and outstanding potential for career development. Additionally, you will be travelling to client sites for installation of clinical pathology instruments.
This opening is located in Conshohocken, Pennsylvania. The successful candidate will be required to travel to Instem offices as necessary and report to the Instem Helpdesk Manager. This position does also offer the opportunity to travel and contribute to the services side of the business, including installation, training and validation work.
The successful candidate will be offered a competitive salary and our excellent benefit package which includes 15 days paid vacation to start, company bonus, flexible working hours and insurance coverage.
Main Responsibilities
- Responding to and logging of support calls on Instem proprietary software
- Provision of advice and assistance relating to products and services
- Raising / handling of faults as appropriate
- Reproduction and appropriate documentation of reported faults
- Reporting to customer on progress and resolution
- Provision of support / advice at customer sites
- Conduct activities in accordance with the relevant Quality procedures
- Correction of problems relating to database definitions or relationships
- Liaison and consultation with other departments
- Fill a Customer Advocate role for assigned customers
- Work with client clinical pathology department regarding use of instrument data collection
- Creation of approaches for instrument data collections in the form of usage specifications
- Perform clinical pathology instrument installations at client sites
Skills / Experience
- Background in clinical pathology instruments desired
- Ability to be effective with little to no supervision and working remotely on site
- Willing to undertake national and international travel to customer sites if requested
- Ability to prioritize and stay calm under pressure
- Good communication (oral and written), organizational and problem solving skills
- Flexible
- Team player - ability to share & discuss problems with peers
- Familiarity of SQL and Oracle Database
- Ideally educated to a Degree in Computing
All candidates will be required to uphold Instem’s core values:
Respect, Empowerment, Creativity, Integrity, Passion, enjoyment
To apply, please submit your CV with a covering letter stating your salary expectations by e-mail to: recruit@instem.com.