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Senior E-Notebook Enterprise Support Analyst  

PerkinElmer (company)

Posted on : 14 May 2017

Project Description

Job Type : Full Time
Career Level : Experienced (Non-Manager)
Education : Bachelor's Degree
Location : Home-based/Telecommute
Job Description :
We are looking for a person with high-level software troubleshooting skills, who is an experienced Senior Support Analyst to become immersed in the E-Notebook technologies to provide superior support to our customers. You will be primarily responsible for establishing and sustaining credibility with all of our customers and driving the ticket resolution process. You will contribute to the strength of our team approach to collaborative support and benefit from the experiences made in a fast-paced, high-touch customer environment. Join us, and find out how many ways PerkinElmer offers you the chance to focus on what really matters - delighting our customers.

Scope of Work Activities

Provide electronic and phone support for E-Notebook Enterprise Solutions. On-site troubleshooting may also occur.
Job Requirements :

8+ years Technical Support experience
Demonstrates ability to creatively troubleshoot and solve complex technical issues
Solid knowledge of Oracle Database technologies, including tuning, set up and SQL scripting
Understands and can demonstrate key concepts of providing customer
Strong working knowledge of Windows/Linux/Unix Operating Systems
Familiarity with Microsoft Office technologies (VB, .net)
Excellent English literacy and numeracy skills
Superior written and verbal communications skills
Understanding of the workflows in Scientific Research
Self-starter, attention to detail, highly organized
Flexible hours

Nice to have
Scientific knowledge, Chemistry/biology educational background, work experience preferred.
Programming skills, VB, .net, scripting
Customer training skills

Managerial Approach

Position will report to Enterprise Support Manager.

Daily status reporting to track time, weekly and monthly statistic reports.

Customer Satisfaction, case load, resolution and response quality will be measured.

Training and Orientation

Training to occur remotely for familiarization with software solutions and support processes at PerkinElmer.