Brooks Automation, Inc. Software Support Specialist in Indianapolis, Indiana

Software Support Specialist

Tracking Code

P190066

Job Description

Position Summary:

The Software Support Specialist (Support Specialist) provides support for BioStorage Technologies' Sample Management applications and ensures timely resolution of easy-moderate application issues. The Support Specialist interacts with internal and external customers on a daily basis. The Software Support Specialist is expected to grow and expand knowledge of the product continually.

The Support Specialist will be the initial recipient of incoming support calls for the Sample Management applications. The Support Specialist will analyze and respond to customer needs using IT skills and critical thinking to resolve customer issues in a logical and timely manner. The ability to triage issues and work with more senior Software Developers will also be essential to this customer-facing position. Utilizing a ticketing system, the Support Specialist will provide timely updates and world-class customer service to our internal and external customer base. The Support Specialist will also serve to support more senior Software Developers, the QA team, and may be delegated special assignments and projects as determined by more senior team members.

Major Responsibilities, Activities and Task Statements:

Essential Functions

  • Ability to effectively prioritize and execute tasks in a high-pressure environment

  • Exceptional customer service orientation

  • Maintain confidentiality with regard to the information being processed, stored or accessed by the network

  • Provide user access administration for BST Sample Management environments

  • Respond to telephone and email inquiries from external and internal clients

  • Monitor and ensure 100% accuracy of all assigned escalations and work requests throughout the day and consistently resolve or further escalate within the required customer Service Level Agreements

  • Coordinate issue resolution efforts with other functions to ensure timely and efficient resolutions are met and customer satisfaction is upheld

  • Maintain proper tracking of incident resolution for reference and management reporting

  • Take part in the creation and maintenance of knowledge base

  • Take total ownership of an issue and see it through to completion

  • Reproduce technical problems, diagnose causes, identify temporary and long-term solutions, and communicate regular status updates to clients

  • Support Sample Management applications and the browsers through which they are accessed

  • Distinguish between application, operating system, network, and hardware problems, with an understanding of IT systems design, analysis, and integrations.

  • Ability to Present complex technical information to non-technical audiences

  • Review system metrics and help identify potential system degradation

  • Interact with other Brooks teams to ensure application efficiency, effectiveness and conformance with regulatory and legislative controls

  • Assist with creating system documentation that will benefit the clients, as well as our staff

  • As duties assigned

Required Skills

Position Specifications

Required

  • Communications (People person)

  • Microsoft Office Knowledge (Word, Excel, Access)

  • Requires an Associate degree in Information Systems or a related area, or equivalent experience.

  • Highly self-motivated, able to multi-task. Keen to work in a fast-paced entrepreneurial environment

  • Excellent oral and written communication skills

  • Customer focus and a proven pro-active approach, ability to understand and define customer needs quickly and effectively

  • Experience with an RDBMS (Microsoft SQL Server is highly desired but Oracle, PostGreSQL, MySQL, and similar platforms will also be accepted)

  • Understanding of object-oriented programming languages, preferable C#

  • 1 - 2 years experience

Preferred

  • .NET Development with Microsoft C#

  • Microsoft SQL Server

  • JavaScript/JQuery

  • Microsoft Development Tools

  • Team Foundation Server

Job Location

Indianapolis, Indiana, United States

Position Type

Full-Time/Regular

Job Category

Information Technology