Customer Technical Support / Application Engineer - Tier 1

at  ValGenesis

The Customer Technical Support / Application Engineer - Tier 1 at ValGenesis is a crucial member of our Customer Technical Services team, responsible for addressing customer technical concerns and ensuring high levels of customer satisfaction. This role involves direct interaction with customers to resolve technical issues, the development of documentation to support problem resolution, and participation in audits to ensure compliance and service quality. The ideal candidate will possess a strong technical background, excellent problem-solving abilities, and a commitment to continuous learning. We have a preference for someone with a strong technical background.

REQUIREMENTS

• Bachelor’s degree with a preferred focus in Pharmaceutical Sciences, Chemical Engineering, Computer Science, Information Technology, Engineering, or a related field.
• Proven experience in customer support or technical support roles, preferably within the software or IT industry.
• Experience with MS Word and MS Excel applications.
• Fluency in Portuguese and English is required—both written and verbal communication skills must be excellent.
• Excellent communication skills, both written and verbal, with the ability to explain complex technical issues in a clear and concise manner.
• Strong problem-solving skills and attention to detail.
• Ability to work effectively in a team environment, collaborating with other departments to resolve customer issues.
• Commitment to providing exceptional customer service, focusing on resolving issues efficiently and enhancing customer satisfaction.
• Strong time management and organizational skills.

Knowledge Management:

• Contribute to the development of a Knowledge Base, including articles, how-to guides, FAQs, and resources to help customers solve common issues independently.
• Collaboration & Continuous Improvement:
• Work closely with other teams, such as Engineering or Product, to escalate issues related to enhancements or gaps in applications.
• Engage in continuous learning to enhance product knowledge and technical skills.
• Track and report on key customer success metrics, such as resolution time and customer satisfaction scores

Customer Interaction & Support:

• Address customer questions and concerns regarding ValGenesis software products, ensuring clear and effective communication.
• Respond to incoming calls and emails from customers, providing timely and accurate support.

Technical Troubleshooting:

• Troubleshoot and resolve technical issues encountered by customers, offering solutions or escalating issues as necessary.
• Reproduce bugs/defects in a testing environment and conduct basic testing and retesting after bug fixes are applied.
• Execute test scripts to verify issues/defects, ensuring that solutions meet quality standards.

Documentation & Compliance:

• Develop technical documents detailing issues and the testing procedures used to verify issue resolution or defect reproduction.
• Track reported issues/defects in the Incident Management System (IMS), ensuring all issues are logged and addressed according to SLAs (Service Level Agreements).
• Develop and maintain work instruction documents to standardize support processes and procedures.

Knowledge Management:

• Contribute to the development of a Knowledge Base, including articles, how-to guides, FAQs, and resources to help customers solve common issues independently.
• Collaboration & Continuous Improvement:
• Work closely with other teams, such as Engineering or Product, to escalate issues related to enhancements or gaps in applications.
• Engage in continuous learning to enhance product knowledge and technical skills.
• Track and report on key customer success metrics, such as resolution time and customer satisfaction scores.