Back to all jobs

Recruitment

Application support specialist

Our client is looking for an application support specialist to join their team.  Working remotely, there will be occasional travel to the Burton on Trent offices so you will need to be based in the Midlands.  There will be some initial time spent in Burton in order to learn about the product you are supporting, but after that it will be approx. once every 2 months.

Key skills

Knowledge/Experience:

  • Good knowledge of Computer systems
  • Competent in General software usage in a Windows environment.
  • Technically competent e.g. an understanding of how software impacts on the environment.
  • Experience of developing and delivering training materials and other documentation within a regulated environment.
  • Confident communicator with ability to deliver clear and concise updates to the customer.
  • If you have a scientific or laboratory based background, particularly supporting users within a lab, this would be advantageous (but not essential)
  • Analytical approach with ability to problem solve.
  • Excellent customer service skills.
  • Experience of SQL, Middleware or LIS would be useful (not essential).
  • Willing to participate in on-call rota – 1 week in 4, covering 8.30am – 6.30pm Mon-Fri, and 8.30am – 2.30pm on Saturday. This will involve responding to calls outside hours, which are infrequent, and an on-call allowance is provided.

About the role:

  • This person will be the primary contact for customer queries (first and second line support), responsible for end to end contact management globally.
  • They will follow our complaints process in accordance with QMS procedures, identifying root cause and providing direction for resolution.
  • Working with development and commercial teams on resolving escalated issues.
  • Responsible for creating and managing product documentation to include, but not limited to, operator manuals, training materials, validation guides and installation documentation.
  • Delivering customer training sessions as required.
  • Planning and executing Installation Qualification (IQ) test plans as required.
  • Support is normally remote but you may be required to go to the customer site on occasion.
  • You will proactively gain and maintain technical user level product knowledge by working with test and development teams.

This is an opportunity to join a thriving business offering work from home and flexible working around core hours.  You will liaise with colleagues in the US as well as in the UK.  Great benefits package including contributory pension, cash health plan, flexible hours, working from home, and 24 days holiday plus 3 days for Christmas shutdown, plus statutory. 

Interested?  Send your CV now!


    • Job type: Permanent
    • Location: Remote (Midlands)
    • Date posted:
    • Salary:£25000 - £35000