GEL Support Specialist

GEL Support Specialist

Imagine your future with us!

At ALS, we encourage you to dream big. When you join ALS, you join a purpose and values-driven team that empowers you to innovate, create, and thrive. Our global team turns up each day with passion and commitment to do amazing things, always challenging our thinking to find ways to solve some of the world’s most complex problems for a safer, healthier world. 

About the role:

General Accountability:

This position will be part of the GEL support team, responsible for the support and resolution of support issues and escalating unresolved issues quickly as needed. The position will work closely with GEL support team and our clients to understand their business needs and applying technical solutions when needed.

About you:

• Monitor ServiceDesk ticketing system.
• Monitor GEL dashboards for handler and print server failures.
• Support users with GEL configuration and usage.
• Configure GEL items that regular users do not have permission to access.
• Intake and review support requests before escalating to next level.
• Investigate GEL calculation errors, unexpected behaviour from Service Tickets and determine if bugs need to be written.
• Execute SQL queries.
• Assist with Custom Report Mappings (CRM) and other GEL data population tasks.
• Escalate support issues to the next level that cannot be resolved.
• Update technical documentation and KBA (Knowledge base articles) to reduce the frequency of repetitive tickets.
• Other duties as assigned.

Required Qualifications:

• Bachelor of Science degree in Chemistry or related discipline (required);
• Minimum 6 months of experience in an environmental analytical laboratory preferred.
• Able to sit at a desk and do general office work, which includes periodic sedentary responsibilities.
• Able to use and view a computer screen for up to 8 hours per day.
• Able to communicate via telephone and email without assistance.

Working at ALS: 

Our people are our most valuable asset and drive our success at ALS. We are a diverse community of dedicated professionals united by our passion to make a difference in the world. We reward excellence and uphold our values in our work and how we treat each other. At ALS, you’ll be supported to expand your skills and develop new ones so you can reach your full potential. We invest in our people with a range of programs and provide opportunities across the company, giving our people scope to grow diverse careers and develop as leaders. We want everyone to have a safe, flexible and rewarding career that makes a positive impact on our people, the planet and the communities where we work. 

Our benefits include:

• Structured wage increases 
• Comprehensive benefit package (including medical, dental, and vision coverage, life and disability insurance, retirement plan with company match, employee assistance and wellness programs, access to company perks)
• Additional vacation days for years of service
• Business support for education or training after 9 months with the company
• Learning & development opportunities (unlimited access to e-learnings and more)

       About ALS: 

ALS is a global leader in scientific testing, providing comprehensive testing solutions to clients in more than 60 countries across a wide range of industries, including environment, food and beverage, mining, personal care, pharmaceutical, healthcare and equipment reliability. Using state-of-the-art technologies and innovative methodologies, our dedicated international teams deliver the highest-quality testing services and personalized solutions supported by local expertise. We help our clients leverage the power of data-driven insights for a safer and healthier world. 

Everyone matters: 

ALS is proud to be an equal opportunity employer committed to achieving and maintaining a workforce which reflects and affirms the diversity of our society.

ALS is a VEVRAA Federal Contractor. 

EOE AA Minority, Female, Veteran, Individuals with Disabilities 

Click Here to view the EEO is the Law poster

Click Here to view the FMLA Law poster

Click Here to view the EPPA Law Poster

Click Here to view the Pay Transparency Provision

Click Here to view company E-Verify Participation Poster

ALS also welcomes applications from people with all levels of ability. Accommodation is available on request for candidates taking part in all aspects of the selection process.