Lab Application Support Specialist

Location ZA-Johannesburg

Overview

InterSystems TrakCare Lab is an advanced and proven LIMS that enables you to meet all the major demands of modern clinical laboratories. With its sophisticated functionality for all of the specialized departments within a lab (including Hematology, Biochemistry, Blood Transfusion, Endocrinology, Microbiology, Cytology, Immunology, Histopathology, Serology, Virology, and Toxicology), TrakCare Lab delivers the benefits you would expect from a best-in-class LIMS: accurate results reporting, improved laboratory efficiency, better business management, and greater customer satisfaction.

 

We are currently hiring an Application Support Specialist to be based out of our Johanessburg office. As the support resource in South Africa you will be expected to liaise with colleagues in the international support structures located in various parts of the world.

 

The leading customer in South Africa is the largest (LIMS) user in the country and one of the largest of its type in the world. InterSystems South Africa has a small but highly skilled team who are involved in numerous large projects in the South African healthcare landscape and as such you would have exposure to these customers as well.

 

Playing a lead role in the implementation of the TrakCare lab solution, the Application Support Specialist will contribute to the successful and timely support of the TrakCare product by providing application knowledge in the functional areas of product support, requirements scoping, field design documentation and change request testing. The Applications Support Specialist will act as an ''expert'' product resource for our partners, particularly in the areas of Lab Information Management Systems.

Responsibilities

  • Provide immediate response to customer inquiries in accordance with service standards. Provide support to current installed based customers
  • Provide the link between our customers and the InterSystems Global Support organization
  • Liaise with customers in order to understand the work processes and requirements that are required to be addressed by the TrakCare application
  • Provide application support for the TrakCare Lab Information Management System
  • Support the implementation of the TrakCare application in a manner that will suit the business requirements of the customer and follow the methodologies and processes of InterSystems
  • Escalate Open (unresolved) problems in accordance with current policies and procedures
  • Conduct individual and group training, product demonstrations and workshops as required
  • Continuously improve customer satisfaction by soliciting customer suggestions for product and service improvements and then escalating such suggestions to management
  • Be a Subject Matter Expert (SME) for TrakCare Lab
  • Improve response time to customer inquiries by continuously improving communication, analytical, and learning skills
  • If required, work with our partners to identify potential changes within the parameters of the product  
  • Participate in on-site implementations if required
  • Participate in the on-call 24 hour roster service

Qualifications

  • General aptitude for solving problems and using technology to improve processes
  • Understanding and experience in implementation of product solutions
  • Proven ability to think laterally and come up with innovative solutions for software product implementation
  • An ability to handle multiple tasks simultaneously and within tight time constraints
  • Proven ability to work through problems with different customer groups achieving positive outcomes
  • Understanding and experience with Lab Information Management Systems
  • Knowledge of clinical healthcare products
  • Understanding of the importance of Health Informatics standards, reporting requirements and legislative controls

Education and Training

  • BS or MS in Computer Science or equivalent; (Physics, Mathematics, Sciences)

 

Or:

  • University degree in Laboratory, medical informatics, management information system, system engineering or any related field

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