Support Technician

About the Company

Through the work that we do, the team at Deciphex helps pharma to accelerate the process of essential drug development and helps cancer patients get timely and accurate diagnosis. 

Founded in Dublin in 2017, Deciphex has scaled rapidly to a team of over 150 people and counting who are providing software solutions to address the pathology gap in research pathology and clinical areas. We have offices in Dublin, Exeter and Chicago and are expanding our team throughout the world. 

We are software developers, clinical specialists, artificial intelligence engineers, operations professionals and so much more, all working as one team to support our customers and patients. 

We are looking for highly motivated & individuals who are excited to take on challenges and value making a difference in their day-to-day work to join our team! 

Read more about Deciphex here and more about our incredible team on our Careers Page here 

We are now hiring for a Support Technician to join our team based out of Naperville, Chicago. 

About this Role (Responsibilities):

Specimen reception, accessioning, additional requests and return of samples and reports

• Receive, accession, scan and digitise all stained slides and upload to the hub in preparation for pathologist review and reporting
• QA all samples
• Register and maintain referring clinician and patient information related to a given referred case and  institute
• Return all physical materials (Blocks, slides, paper reports) to the referring laboratory upon issue of the individual case final report.
• Ensure compliance with   CLIA requirements, HIPAA regulations, and maintain patient records in accordance with all data protection protocols

Digitisation of slides

• • QC and review scan slides before upload to the Diagnexia hub ensuring documentation and formatting is correct
    • Scan quality
    • Case creation
    • Patient data
  • Maintenance of the scanning document library.

Training

• Training of new customers to upload and download documents and images
• Coordinate training activities, as required, with the respective users for new or updated referral centres. This includes scheduling classroom training i.e. via Zoom or in-house. 
• Ensure training records are obtained and filed following completion of scheduled training

Customer Technical Support

• Respond to incoming calls, voicemails, and email tickets requesting assistance with the technology platform
• Basic troubleshooting of customer support problems
• Track and document technical problems
• Escalate technical issues to other team members when appropriate
• Assist with out of office hours support when required.

Performance & Continuous Improvement

• Assist with the development of the reception and Quality System as the business and products grow.
• Monitor the performance and ensure customer KPI’s are met in accordance with contractual obligations
• Proactively identify process improvements in relation to Quality within Diagnexia

Support of customer and regulatory audits as required

• Support CLIA and HIPAA compliance audits, internal audits, customers audits as required

Health & Safety

• Comply with applicable health and safety requirements

About You (Skills and Experience): 

•  Minimum Associates degree in a life science subject
• Experience in diagnostic laboratory or closely related industry (Anatomical Pathology, Pharma, Medical Device, IVD etc).
• Basic IT troubleshooting experience is an advantage 
• Experience with digital pathology is an advantage
• Experience working with an electronic documentation system is highly desirable. 
• Experience with a recognised quality guidance or standard such as CLIA, CAP, GxP/GLP,  ISO 13485 and/or ISO 9001 is an advantage.
• Organised and diligent with activities
• Motivated and independent worker
• Good customer service skills and ability to work with various groups (internal and external customer base).
• Good time keeping skills and ability to meet timelines
• Proactive with improving document control and training process.
• Willing to learn and be proactive in developing skills & experience

What are the benefits of working with Deciphex? 

• A true sense of meaning in your work by contributing to better patient outcomes. 
• The opportunity to work alongside a world-class high performing team in a hyper-growth startup environment with. 
• A chance to work on exciting and challenging unique projects. 
• Regular performance feedback and significant career growth opportunities.
• A flexible/ hybrid working model - most of our team work remotely and attend the office from time to time as required giving employees the autonomy to manage their own work life balance. 
• Competitive salary with performance based annual increments.
• Competitive annual leave with an additional paid Christmas holiday.
• A highly collaborative and supportive multi cultural team. 

Work Environment:

• This position is Office Based; Naperville, Chicago, IL.  Travel may be required on an ad hoc basis to client sites, for client onboarding and system demonstrations.
• Working Hours: You would be required to work shift work, Monday to Sunday between 8am and 9pm.  
• Out of office hours technical support required.
• On occasion, it may be requested to work overtime and weekends for special program events

Deciphex is an equal opportunities employer and we are committed to the principle of equality. All qualified applicants will be considered for employment without regard to age, race,  religious beliefs, political views, gender identity, affectional or sexual orientation, national origin, family or marital status (including pregnancy), disability, membership of the travelling community or any other classification protected by applicable law.