The Application Engineer - Tier 1 role at ValGenesis is a key player in addressing customer technical concerns and ensuring a high level of customer satisfaction. This role involves direct interaction with customers to resolve their technical issues, development of documentation to support problem resolution, and participation in audits to ensure compliance and quality of service.
Responsibilities
- Address customer questions and concerns regarding ValGenesis's products and services, ensuring clear and effective communication.
- Responsible for answering incoming calls and emails from customers, providing timely and accurate support.
- Troubleshoot technical problems encountered by customers, offering solutions or escalating issues as necessary.
- Develop PSR/PSTR (Patch Set Request/Patch Set Testing Report) documents to detail the issues and the testing procedures used to verify issue resolution or defect reproduction.
- Execute test scripts to verify issues/defects, ensuring that solutions meet quality standards.
- Reproduce bugs/defects in a testing environment prior to bug fixing, and basic testing and retesting after bug fixes are applied.
- Track defects in the IMS (Ticket System), ensuring all issues are logged and addressed according to SLAs (Service Level Agreements).
- Support clients in product clarification and reproducing bugs in local environments, providing expertise and guidance to ensure customer understanding and satisfaction.
- Develop work instruction documents to standardize support processes and procedures.
- Collaborate with the next reporting lines, to have visibility about the next steps until the ticket is closed – if there is a need to escalate it.
- Work with CTS Knowledge Management Manager to stay updated on product features and updates.
- Use the Customer Support Ticket System to document customer interactions, issues, and resolutions effectively.
- Engage in continuous learning to enhance product knowledge and technical skills.
- Contribute to the development of the Knowledge Base repository of articles, how-to guides, FAQs, and resources to help customers solve common issues independently and internal documentation to improve support efficiency and effectiveness.
- Escalate issues related to Enhancements or Gaps in Applications, to the Engineering or Product Team, and, update ticket status.
- Responsible for developing work instruction documents.
Requirements
- Bachelor's degree in Pharmaceutical Sciences, Chemical Engineering, Computer Science, Information Technology, Engineering, or a related field.
- Background working in the Life Sciences Industry with Validation, Cleaning Validation, Risk Management, or manufacturing will be especially valued.
- Proven experience in customer support or technical support roles, ideally within the software or IT industry.
- Strong technical skills, including familiarity with software development principles and the ability to troubleshoot technical issues.
- Excellent communication skills, both written and verbal, with the ability to explain complex technical issues clearly and concisely.
- Ability to work effectively in a team environment, collaborating with other departments to resolve customer issues.
- Commitment to providing exceptional customer service, with a focus on resolving issues efficiently and enhancing customer satisfaction.
We're on a Mission
In 2005, we disrupted the life sciences industry by introducing the world's first digital validation lifecycle management system. ValGenesis VLMS® revolutionized compliance-based corporate validation activities and has remained the industry standard.
Today, we continue to push the boundaries of innovation ― enhancing and expanding our portfolio beyond validation with an end-to-end digital transformation platform. We combine our purpose-built systems with world-class consulting services to help every facet of GxP meet evolving regulations and quality expectations.
The Team You'll Join
- Our customers' success is our success. We keep the customer experience centered in our decisions, from product to marketing to sales to services to support. Life sciences companies exist to improve humanity's quality of life, and we honor that mission.
- We work together. We communicate openly, support each other without reservation, and never hesitate to wear multiple hats to get the job done.
- We think big. Innovation is the heart of ValGenesis. That spirit drives product development as well as personal growth. We never stop aiming upward.
- We're in it to win it. We're on a path to becoming the number one intelligent validation platform in the market, and we won't settle for anything less than being a market leader.
How We Work
Our Toronto office is hybrid. We believe that in-person interaction and collaboration foster creativity, and a sense of community, and is critical to our future success as a company. Our hybrid schedule is 4 days per week, within a reasonable commuting distance to our Lisbon office.
ValGenesis is an equal-opportunity employer that makes employment decisions on the basis of merit. Our goal is to have the best-qualified people in every job. All qualified applicants will receive consideration for employment without regard to race, religion, sex, sexual orientation, gender identity, national origin, disability, or any other characteristics protected by local law.
Benefits