What would your job be like at Scilife?
We are looking for a Technical Support Engineer who will become part of our driven and highly motivated Customer Success Team. As part of our team, the needs and goals of our customers will be the center of your attention.
Through daily interaction with customers through our Support Portal, you will take ownership in resolving any technical issue they may have with our application, always in close collaboration with our developers.
Moreover, as a true Scilife expert, you will provide prompt replies to our customer’s questions on the use of our application, and you will pride yourself in being able to go the extra mile with guidance on best practices in the use of Scilife. All of this with one goal in mind: ensuring that our customers have the best possible experience in the use of Scilife.
At Scilife, product feedback from our engaged customers is key to developing an even better product. As a member of the Customer Success Team, you will help channel and manage this feedback internally, giving you the opportunity to help define our product roadmap in close relationship with the product development team.
Your responsibilities:
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- Take ownership of customer issues reported and see problems through to resolution.
- Research, diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner.
- Follow standard procedures to escalate unresolved issues to appropriate internal departments.
- Ensure proper recording and closure of issues.
- Prepare accurate and timely reports.
- Document knowledge in the form of knowledge base tech notes and articles.
- Follow the SLA for issues with respect to the severity.
- Provide exceptional support to all our customers through the Support Portal.
- Contribute to maintaining a high level of customer satisfaction.
- Contribute to maintaining our extremely low churn rate.
Must haves:
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- Excellent communication skills (both verbal and written) in English.
- 1+ year of professional experience in JavaScript, HTML, CSS and/or Mobile Development.
- 3+ year of professional experience working in a Technical Support Team, preferably for a SaaS company.
- B.S. in computer science, similar field of study, or similar commitment to technology
- Passionate about helping others.
- Empathetic and good at explaining technical matters.
- A team player, with strong communication and interpersonal skills.
- Ease of understanding and learning technical concepts and translating them to business solutions for customers.
- Passion for software and technology.
- Proactive and with a getting-things-done mindset.
Nice to have:
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- Experience in the Pharma, Biotech, or Medical Devices industry.
- Experience with Zendesk.
- Fluent in Spanish.
- Fluent in French.
- Fluent in Dutch.
Why Scilife?
Scilife created the Smart Quality Platform to help people and organizations transform quality into a catalyst for value creation, making quality a culture and infusing it throughout the entire organization. Our technology helps them get their products and services to market fast while complying with regulatory requirements by providing them with a compliant SaaS solution.
Founded in 2018, Scilife is a leading innovator SaaS in quality management solutions for Life Sciences industries. Hundreds of leading companies worldwide like Biocartis, Yusen Logistics, Polpharma, Pendulum, just to name a few, trust Scilife to manage their quality processes, empower employees to take quality ownership, enhance efficiency and transparency, and reduce compliance risk. The impact? Improve patients’ lives.
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