Employment Opportunities - Data Innovations Asia


Application Specialist

Data Innovations Asia, the World’s largest and most successful clinical and blood laboratory Middleware Company is currently seeking an Application Specialist to join their team in the Hong Kong location. The Data Innovations Application Specialist is a mid-level position with working knowledge of Instrument Manager and/or Lab Information System Software. Their primary responsibility is to provide technical support to Data Innovations’ customers on our software products, services and general instrument interfacing in a call center environment. The person is expected to handle all types of customer calls and only escalate very complex issues to senior staff or Management.

Essential Functions and Responsibilities:

  • Provide technical support for Data Innovations’ software products, services and general instrument interfacing 
  • Resolve and respond to customer requests in a polite, professional and timely manner
  • Create and maintain work instructions and other internal documentation
  • Track, update and maintain ownership and documentation on existing and newly assigned support cases
  • Provide customers with training on Data Innovations’ software products
  • Work with cross-functional departments on resolving escalated issues
  • Train and mentor new staff
  • Review and comment on SRSs for drivers to ensure usability
  • Lead Department meetings in the absence of Senior Staff
  • Act as liaison between CS and other departments as needed
  • As necessary, provide on-site and remote service for Data Innovations’ middleware solutions 
  • Active participant in the phone triage process
  • Complete other related duties as assigned

Requirements - Knowledge, Skills, and Abilities

  • Proven problem solving approach 
  • Ability to work independently
  • Strong interpersonal and communications skills; including ability to communicate highly technical concepts to people of varying level of technical competency
  • Possess high attention to detail 
  • Excellent customer interaction skills 
  • Ability to be self-motivated and to effectively manage multiple projects
  • Extensive experience and knowledge of computer hardware, computer networking, Microsoft operating systems and Microsoft Office Suite (Word, Excel and Outlook)
  • Working knowledge and understanding of Laboratory Information Software
  • Experience and high functioning level of knowledge of Instrument Manager, VMware virtual machines, Serial device connectivity, Network Device Servers, Instrument Interfacing, and Cache Administration 
  • Meet needs of potential travel obligations
  • Ability to follow DI’s policy and procedures

Education and/or Experience:

Minimum of an Associate's Degree and least 2 years of relevant professional experience, or at least 5 years relative working experience. 

Physical Requirements/Working Conditions:

While performing duties of this job, the employee is predominately functioning in a sedentary light office position with high frequency of telephone communication, keyboarding, and computer.

Preferred skills and experience:

In addition to the above requirements, the ideal employee/candidate will have experience with the following:

  • Healthcare/hospital IT experience 
  • Clinical laboratory experience as a licensed General Medical Technologist (ASCP, NCA or equivalent)
  • Knowledge of:
    - Laboratory workflow in multiple areas of a clinical laboratory
    - LIS (laboratory information system) software administration
    - CAP requirements
    - InterSystems' Caché
    - Instrument interfacing
    - Previous experience with Instrument Manager
    - Project Management Experience
    - Experience with Microsoft SharePoint

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