Support Engineer 2-Remote

Data Innovations LLC

Location: South Burlington, VT

Type: Full Time

Education: Bachelor's Degree

Experience: 1 - 2 Years


  • Provide outstanding customer support to Data Innovations’ customers on our software products resolving all but the most complex issues
  • Promptly respond to customer requests for support and provide timely resolutions to issues raised.
  • Demonstrate excellent customer service skills while interacting with customers and partners.
  • Develop and maintain internal work instructions and other internal documentation.
  • Manage multiple customer issues simultaneously.
  • Thoroughly document client interactions, including inquiries, complaints, comments and resolution for future use and review.
  • Demonstrates passion about DI product and customers. Shares knowledge and passion with customers and throughout the organization
  • Suggests improvements to support workflows that improve customer satisfaction and shorten resolution time.
  • Contribute to continuous improvement
  • Participation in cross departmental projects
  • Contribute to the team’s knowledge base for reference in future case resolution
  • Build relationships across the company to facilitate rapid issue resolution according to documented processes
  • Provide input on ways to continuously improve the customer experience and department processes
  • Participate in rotating shifts to provide after-hours emergency support.



Knowledge, Skills, and Abilities:

  • Excellent customer service skills
  • Technical Aptitude
  • Strong interpersonal and communications skills
  • Problem solving capability
  • Collaborative team player
  • Must comply with and pass initial background check and drug screening, as well as subsequent background checks, drug screenings and vaccine requirements as required by customer contracts
  • Ability to follow DI’s policies and procedures
  • Must comply with company vaccination policy


Preferred skills and experience:

In addition to the above requirements, the ideal employee/candidate will have experience with the following:

  • Clinical laboratory experience
  • LIS (laboratory information system) software exposure
  • Experience supporting complex server based and cloud-based software applications, SaaS


Education and/or Experience

Bachelor’s Degree and a minimum of 1 year experience in technical customer support OR a combination of education and related working experience from which comparable knowledge and skills can be acquired.


Physical Requirements/Working Conditions:

While performing duties of this job, the employee is predominately functioning in a sedentary light office position with high frequency of telephone communication, keyboarding, and computer.


Supervision Level

This person reports to the Director of Customer Service or Customer Service Manager.

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