Customer Support Specialist

 

Customer success is our mission.

Waters innovations enable significant advancements in the areas of healthcare, the environment, food safety and water quality. For nearly fifty years we help customers make profound discoveries, optimize lab operations, deliver product performance and ensure regulatory compliance. We are committed to achieve these goals through providing a challenging and highly motivated team oriented work environment with excellent local and international opportunities for professional and personal development.



Waters is a publicly traded corporation (NYSE:WAT) with more than 4,500 employees and is represented in 85 countries around the world.

As part of the Waters Informatics, individual will be responsible for providing technical user and system support.  This includes software/hardware support for installations, product upgrades, customers under maintenance contracts and telephone support for informatics product line.  Will also troubleshoot problems in a timely and accurate fashion, and provide technical and administrative assistance when required.  Will also be responsible for assisting Waters Field Service Engineers and software developers technology projects.

Primary responsibilities include but are not limited to:Analyzes issues to identify causes and develop corrective actionsRe-create and test issues to determine the root cause of the reported application behaviorFollow through and complete outstanding issues brining tasks and projects to closureWork with direction from Waters Informatics staff and software development teamDetermine root cause and creat support technical notesPerform local installation of informatic productsDocument and complete support tickets for customer incident trackingDiscuss customer needs and offer solutions through corporate and product capabilitiesIdentify inconsistencies or discrepancies to facilitate problem resolutionsParticipate in on call 24/7 coverage on rotational basis

The successful candidate is likely to have the following competencies:BS/BA degree in Computer Science or other realted field3-5 years experience in technical or customer support in the software science industry, preferably with the pharmaceutical industry or other laboratory based orientationExperience in Pharmaceutical or Biotechnology industryKnowledge of Microsoft Office applications (Word, Excel and PowerPoint)Excellent verbal communication and technical writing skills requiredExcellent time management, decision-making, presentation and organization skillsAbility to manage multiple support issues and interact well with others for the exchange of ideas and knowledgeKnowledge of Oracle Relational Databases, Visual Basic or.Net programming capabilities, Citrix environment, VM Ware creating and installing, and Waters Informatics products (Emplower and MassLynx) desired

Waters is an equal opportunity employer