Specialist I, Informatics Technical Support

1. Daily utilization of an Automatic Call Distributor (ACD) Software in a call center environment.
2. Provide technical support and assistance to end users experiencing issues with informatics software, systems, and related tools. In addition provide rotational on-call support, responding to urgent technical issues outside of regular business hours.
3. Investigate, troubleshoot, and resolve technical problems promptly, ensuring minimal downtime and disruption to operations.
4. Communicate effectively with customers to gather information, understand issues, and provide clear and concise instructions or resolutions.
5. Investigate, reproduce, and document customer problems so that the issue is packaged for the developer to investigate and resolve. Collaborate with second level support and development to find customer solutions.
6. Provide guidance and phone training to customers regarding laboratory workflow for Sysmex’s software solutions.
7. Provide customer follow ups and callbacks for reported issues in a timely manner.
8. Document support requests, actions taken, and resolutions in a comprehensive and organized manner utilizing Customer Relationship Management (CRM) software. Capture data, document quality complaints for regulatory purposes, and utilize proper labor and quality codes.
9. Monitor shared email inboxes for customer e-mail and change request submissions. Create or modify rules as requested and provide prompt responses to customer e-mail inquiries.
10. Other duties as assigned.

Physical Demands: Light physical effort. Routine handling of objects up to 20 pounds; prolonged (at least 50% of time) sitting, standing, keyboard or CRT work. May require periods of moderate discomfort due to noise, dust, lighting, and/or other conditions.

The shift times we are hiring for are as follows:10 AM – 7 PM CST or 11 AM – 8 PM CST

• Bachelor’s degree required
• 5-7 years of previous laboratory and/or informatics related experience required
• MLS preferred
• Caresphere Workflow Solutions or WAM middleware knowledge preferred
  
• English Required; Spanish or French a plus
• Microsoft Office Suite
• Basic networking/PC knowledge
• ASTM or HL7 Interfacing experience a plus
• LIS and Middleware experience a plus
• Ability to read and troubleshoot MPL a plus
• Strong written, verbal, and non-verbal communication skills
• Ability to multi-task and prioritize; well organized
• Ability to problem-solve with comprehensive research, investigation, and analysis
• Ability to make recommendations and define actions concisely
• Ability to apply knowledge from various disciplines and provide directions that lead to solutions

Sysmex’s COVID-19 vaccination policy, consistent with its status as a federal government contractor and commitment to its customers and to providing a safe workplace for its employees, requires that, to the extent permitted by applicable law, all Sysmex employees must be fully vaccinated against COVID-19 by your start date. To the extent permitted by applicable law, any offer of employment extended will be conditioned upon the individual’s ability to provide proof of current vaccination status. Sysmex makes reasonable accommodations when needed for medical or religious reasons. However, vaccine exemption and other accommodation requests cannot be granted unless the individual is able, with the accommodation, to perform the essential functions of the job.

Sysmex is proud to be an EEO/Affirmative Action employer. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, age, sex, sexual orientation, gender identity or expression, color, religion, national origin, genetics, disability status, protected veteran status or any other characteristic protected by law. We maintain a drug-free workplace and perform pre-employment substance abuse testing.