Purpose

PerkinElmer Informatics has partnered with Tibco to sell Spotfire to the scientific market space. PerkinElmer also owns the Lead Discovery product that enhances Tibco Spotfire for scientists. The goal of this project is to meet the level of service commitments to our existing and new Spotfire customers, as call volumes increase for this product.

The Statistics Support Analyst reports directly to the Coventry based Support Manager and has a dotted line to the Spotfire Support Manager based in Waltham (USA). The Statistics Support Analyst is part of a growing matrix organization with colleagues in Coventry (UK), Waltham (USA) and Minsk (Belarus) covering customer support of the PerkinElmer Informatics portfolio.


Responsibilities

Provide electronic/phone support for Tibco Spotfire Statistical issues to users - from basic set up queries or connecting to data sources to working with scientists trying to get different visualisations of their data.
Provide excellent Customer Service
Work within the cross-functional group of R&D, and Services staff to resolve issues
Update/Create documentation assets as needed
Support Marketing, Sales and Services staff as needed, which could include building demo servers, building marketing assets, helping to train internal staff.
Regular status reporting to track results, progress and problems
Measurements will include Customer Satisfaction, resolution rate, number of cases resolved and progress against project goals

Skills and Competencies

Essential:

Maths or Statistics degree and previous experience of programming R and/or S Plus
Excellent English literacy and numeracy skills
Superior written and verbal communications skills
Troubleshooting ability
Self-starter and curious
Good attention to detail
A strong customer service ethic

Useful:

Familiarity with any other programming languages eg C#, Java, and URL Programming
Awareness of Network and Data communication, TCP/IP, HTTP
Awareness of SSL, HTTPS, Certificates
Apache Tomcat/Java Server
Linux OS – basic user level
Any experience with Oracle or SQL Server
It will be of particular interest if you have an understanding of the workflows in Scientific Research, though this is not a prerequisite

To apply please email your cv with salary and notice details to [log in to unmask] or contact me on 01494 679006

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