Service Delivery Specialist

Responsibilities

• Provide quality service to customers in all assigned tasks, while upholding NeoGenomics values at all times
• Triage Level I, II and/or Level III trouble tickets as assigned by Department Lead and/or Director of IT Infrastructure
• Supports all internal and external customers with product training, knowledge and expertise
• Provides solutions in a timely fashion for issues that may arise with all products
• Logs and tracks support calls in the designated Company system(s), prioritize and escalate jobs as required to ensure customer satisfaction
• Identify trends in the support calls and develop documentation to address these most-often reported problems and issues. Notifies department lead of increasing trends, unusual activity or repeated activity
• Brief customers as well as department lead on the status of current resolution efforts and attend daily/weekly meetings as requested or required
• Makes recommendations to department lead for product or system improvements including procedural steps, increased training, and enhanced documentation
• Accesses software updates, drivers, knowledge bases, and FAQ’s resources on the Intranet to assist with end users issues
• Affords assistance to other teams to initiate, design and manage effective support solutions as directed by our business needs

Qualifications

• Bachelor’s degree in Computer Science or related field is preferred
• At least a year of Service Desk/customer support experience. Medical Laboratory experience desired
• Diagnostic and analytical skills for software and general IS application knowledge
• Strong computer literacy skills with an emphasis on software knowledge, installations and use, Microsoft applications, Data Base applications, Internet and internet protocols
• Ability to multitask - Sense of urgency; maintain a positive attitude
• Excellent telephone presence with organized follow-up skills
• Ability to be proactive and able to take direction and establish ownership of projects
• Demonstrated networking skills, able to foster strong relationships internally and externally
• Excellent verbal and written communication skills
• Strong customer focus; service oriented attitude
• Strong organizational skills, attention to detail, and follow up skills
• Ability to work independently and as a team player
• Must be able to work in a fast paced, multi-tasking environment and maintain production and quality standards
• Must be able to handle stressful situations and demonstrate a potential for strong problem solving skills