Technical Support Administrator

Location

Cornwall, UK

Job Type

Permanent

Company Overview

LumiraDx is a medical technology company developing, manufacturing and marketing smart connected diagnostics and diagnostic-led care solutions. Founded in 2014 by entrepreneurs with a successful track record in building and scaling medical diagnostics and health IT businesses, the company has major operations in the UK and the USA, and is supported by a global sales network, LumiraDx is a high growth organisation. We have recently launched the innovative LumiraDx Platform, and are looking for proactive, experienced, focused and enthusiastic individuals who can make a significant contribution to the continued growth and success of our dynamic and forward-looking company.

Role & Responsibilities

Technical Support Administrator - this role will initially be remote based with a view to being office based in either Cornwall or Arbroath in the future

The Opportunity

As a Technical Support Administrator, you will provide end user technical support for all LumiraDx products.

The Role

  • Maintain clear and accurate records of interactions with clients and sales contacts within the relevant CRM and Support software.
  • Assisting with marketing activities as required, such as seeking, collating, and analysing customer feedback, producing reports as required and acting upon results where applicable.
  • Actively and positively contributing to the performance review process and to follow up agreed actions.
  • Create and maintain Standard Operating Procedure (SOP) and Work Instruction (WI) documentation as required.
  • Participate in team and process reviews as well as retrospectives.
  • Actively engage in continuous development of your skills.
  • Taking responsibility and ownership for responding to requests from customers via telephone, fax, email and web technologies, providing appropriate solutions or guidance.
  • Providing technical support to customers using the LumiraDx Platform, INRstar, Analytics and INRstar engage.
  • Logging customer technical support communication in NetSuite Case Management
  • Handling and fact-finding customer technical enquiries, suggestions and complaints through NetSuite; keeping accurate records of discussions and correspondence
  • Escalating enquiries/complaints to higher level tiers promptly, providing all necessary information.
  • Gathering additional information from customers as part of the investigation process.
  • Supporting the development and maintenance of products by offering constructive feedback on their design, functionality and usability.
  • Setting up new customers in the INRstar application including set up clinical systems interfaces.
  • Educating and training users in the use of LumiraDx products.
  • Maintaining an excellent working knowledge LumiraDx products.
  • Handling customer complaints in a calm, non-confrontational and courteous manner.  Taking responsibility for ensuring follow-up actions are taken and that in the case of a formal complaint the Regulatory Compliance Officer is promptly informed.

Required Experience

About You

We are looking for a highly motivated individual with exceptional attention to detail and high level of skills in communication and problem solving, along with the following skills and experience:

  • Experience of working in a fast-paced regulated environment, ideally IVD or medical devices.
  • Experience in a Technical Support role.
  • Relevant technical background

 

For further information and to apply for this role, please click APPLY

APPLY

Thank you for your interest. If you're successful in your application, you may be subject to all or some of the LumiraDx standard pre-employment checks. This includes employment references; Criminal records data checks which are processed as part of our recruitment process for employment or continued employment to comply with legal and regulatory obligations to which the company is subject. LumiraDx place a high level of importance on its responsibilities for information security and privacy and have put in place an information security management system to ensure that the company and its staff maintain the highest standards with respect to data protection and information security.