Scientific applications and technical support specialist - united kingdom, aylesbury, buckinghamshire

this scientific instrumentation company are looking for an applications/technical support specialist to be the first point of contact for customers requiring scientific software, instrumentation and assay support by email and phone.

for this office based role you would be part of a friendly and professional team and joining a company that is highly regarded in the scientific community, with a great reputation for their products and customer support.

the right candidate will also have the opportunity to make the role their own, develop it and contribute ideas as part of an active member of the department and develop processes to provide the best customer experience.

you will need to have excellent communication skills, a positive attitude, friendly and approachable manner and the aptitude to work proactively and solve customer issues.

if you believe you are the right person to join our team send a covering letter stating why and include a copy of your cv. covering letters must be included within your cv document as these cannot be accepted separately.

note: candidates without a higher education life science qualification will not be considered for this role.

key responsibilities

- first line telephone and email support for external customers including remote troubleshooting and triage of technical support requests

- case recording, progression and escalation to follow up by field based applications specialists and service team

- weekly reporting of logged cases and their progress

- response to customer queries regarding instrument accessories

- stock management and ordering of scientific consumables for both the on site demonstration/training laboratory and field based sales specialists

- monitor health and safety protocols for the on site demonstration/training laboratory

- maintenance of virtual pc system for software support

- faq development working with uk and international applications teams

- production of training resources and customer support guides for common processes

person specification

- higher education life science qualification

- laboratory experience

- strong oral and written communication skills

- experienced and competent with microsoft office packages

- customer service experience

benefits

this is a supportive company that places great value on its employees and their development which attracts long term service and loyalty from its team. it operates with an inclusive ethos and strong company values recognising all employees' efforts and contributions to the business. you'll also get...

- free parking

- annual bonus based on company success

- pension scheme (5% employee, 4% company contribution)*

- private healthcare*

- free eye examinations*

- generous holiday entitlement

- employee perkbox benefit scheme

- group life insurance

- personal development programme including extensive internal and external training tailored to meet individual needs

.*subject to successful probation period

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