Support Engineer I at LSPedia Inc – Farmington Hills, Michigan

Support Engineer I

Job Description

Work Location: OnSite in Farmington Hills, Michigan

Join our dynamic team at LSPedia as a Support Engineer Level 1, where you will be the first point of contact for our customers, addressing their technical issues and concerns. You will be responsible for providing exceptional customer service, troubleshooting problems, and escalating issues when necessary to ensure customer satisfaction. This role requires strong communication and problem-solving skills, as well as a dedication to helping customers succeed with our software solutions. This exciting opportunity allows you to work hands-on with our SaaS solutions and make a tangible impact on customer satisfaction.

Responsibilities:

• Provide first level technical support to customers via phone, email, and chat, ensuring timely resolution of issues and a high level of customer satisfaction.
• Monitor system health dashboards and service alerts, proactively identifying potential issues with our SaaS platform and responding or escalating incidents according to established procedures.
• Troubleshoot and diagnose software, hardware, and network issues related to our SaaS solutions, identifying root causes and implementing effective solutions.
• Document customer interactions, incidents, and resolutions in our ticketing system, maintaining detailed and accurate records.
• Escalate complex or unresolved issues to higher level support teams or other relevant departments, as necessary.
• Collaborate with cross functional teams to share customer feedback and insights, contributing to the continuous improvement of our products and services.

Requirements:

• Associate or Bachelor's degree in Computer Science, Information Technology, or a related field.
• 1- 2+ years of experience in technical support, customer service, or a similar role.
• Strong problem solving and analytical skills, with the ability to troubleshoot and resolve technical issues effectively.
• Working knowledge of operating systems, networking, and basic software troubleshooting techniques.
• Familiarity with SaaS solutions, cloud based technologies, and common IT tools.

Preferred Qualifications:

• Experience in the supply chain, logistics, or compliance industry.
• Proficiency in multiple languages.
• Excellent communication and interpersonal skills, with a customer centric approach and the ability to empathize with users.

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, Leading Pharma, Tris Pharma, Amazon, Ascension Health, 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.