Support Engineer I

4 weeks ago

West Bloomfield, United States LSPedia Inc Full time
Job DescriptionJob Description

About LSPedia


Welcome to LSPedia, a global software (SaaS) leader at the forefront of traceability, compliance, and supply chain solutions, dedicated to empowering the pharmaceutical, healthcare, and food industries. As a distinguished Top 50 Michigan Company and recognized on INC's list of the fastest-growing companies in America, LSPedia stands as a beacon of innovation and excellence.

Our cutting-edge software solutions have earned the trust of major players in the pharmaceutical and healthcare sectors, including esteemed organizations such as the U.S. Department of Veterans Affairs, Cencora, Cardinal Health, Walmart, Rite Aid, and thousands more. We take pride in our commitment to delivering unparalleled traceability and compliance solutions that redefine industry standards.

At LSPedia, we are fueled by a passion for innovation and a commitment to excellence. Join our rockstar team as we continue to expand and shape the future of traceability and supply chain solutions. We are actively seeking individuals who share our vision and enthusiasm to contribute to the ongoing success of our dynamic and growing company. Together, we are driving the evolution of industries and shaping a more connected, compliant, and efficient future.


Job Description:

Responsibilities

  • Ability to work as a team and coordinate between Level 1 support staff, level 2 staff, and R&D staff
  • Support RxChain Application, barcode labeling, custom reports, and mobile scanning applications, including working with customers and internal users on required and requested changes and additions
  • Implement and maintain touchscreen applications system including updates to data files
  • Troubleshoot and resolve system and end-user problems as they arise in an expeditious manner to avoid and minimize adverse impact to the customer business operations
  • Analyze end user needs and requests and develop solutions that are consistent with LSPEDIA business and R&D strategy
  • Provide end-user training, update and maintain work instruction, reference materials, and user guides
  • Draft and review functional specification for software development task where required
  • Quality control and User Acceptance Testing
  • Provide B2B (similar to EDI) support meet customer and supplier requirements
  • Train new level support staff
  • Ensure high level of customer satisfaction
  • Improves system performance by identifying problems and recommending changes
  • Provides answers to customers by identifying problems, researching answers, and guiding customer through corrective steps
  • Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
  • Updates job knowledge by participating in educational opportunities; maintaining personal networks
  • Communicate resolution times and resolutions clearly to customers and level 1 support in a timely fashion
  • Alert management and team members of at-risk accounts and critical product issues

Requirements

  • 3 plus years of experience in a software support organization in a technical support or development role
  • Experience with cloud hosting, VPN, Virtual Machine, Managed File Transfers (AS2, sFTP)
  • Experience with or ability to read, understand XML, resolve issues by reviewing XML data
  • Strong listening skills
  • Good verbal and written communication skills
  • Identifies and understands issues, problems, and opportunities; compares data from different sources to draw conclusions; uses effective approaches for choosing a course of action or developing appropriate solutions; and takes action that is consistent with available facts, constraints, and probable consequences

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