Service Desk Specialist
概述 Certara 加速将药物推出市场和患者使用生物模拟软件，技术和服务来改变传统的药品发现和开发。我们的客户包括70个国家的超过2,400家生物制药公司，学术机构和监管机构。我们的目标是使生命科学行业利用数据，建模和分析在各种阶段的发现和药品开发中做出更好的决定。我们的软件和科学家在科学理解，药物开发经验，数据分析和人工智能方面都取得了现代化的进步，从而降低成本并增加新药品批准和商业化成功的可能性。作为 Certara 的服务台专家，你负责向我们的客户和用户提供高质量及及时响应。支持领导的指导下，你将与我们内部团队密切合作，以分配问题和请求，以便有效解决适当资源，并在每次与我们的服务台互动中获得积极的客户体验。· 监测，对内部和外部创建的所有门票进行分类并响应 · 从创建到真正的解决方案时从每个门票中进行追踪 · 为客户代言确保他们的想法和反得到通信和相应回复 · 协助管理端到端支持流程并继续寻找机会以改善客户体验 · 与其他团队密切合作，即产品，工程，质量检查，客户成功 ·通过记录最佳实践来维护技术用户知识中心 · 通知产品关于功能思想并帮助优先考虑门票 · 当客户在特定领域不断努力时通知产品 · 经验与 SSO 和身份验证工作流程工作资格 •学士学位或1年以上客户面临应用支持角色的经验 •具有强大的体验，如 JIRA 等门票和 CRM 软件 •能够通过快速响应和解决事件/请求独立推动积极的客户体验 •具备强有力的沟通和协作技能 •能有效地完成事项 •在软件开发中工作经验
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Overview
Certara accelerates the potential of bringing medicines to market and to patients using biosimulation software, technology, and services to transform traditional drug discovery and development. Our clients include more than 2,400 biopharmaceutical companies, academic institutions, and regulatory agencies across 70 countries.
Our goal is to enable the life sciences industry’s use of data, modeling, and analytics to make better decisions across the various phases of discovery and drug development. Our software and scientists incorporate modern advances in scientific understanding, drug development experience, data analysis, and AI resulting in significant opportunities to decrease the cost and increase the probability of success for new drug approval and commercialization.
As a Service Desk Specialist at Certara, you are responsible for the delivery of high quality and timely responses to our customers and users. Under the direction of the Support Lead, you’ll collaborate closely with our internal teams to distribute issues and requests to appropriate resources for efficient resolution and drive a positive customer experience in each interaction with our Service Desk.
Responsibilities
- Monitor, triage, and respond to all the tickets created internally and externally
- Follow through each ticket from creation to true resolution
- Advocate on behalf of customers to ensure their ideas and feedback are communicated and responded to accordingly
- Contribute to the management of the end-to-end support process and continue to find opportunities in order to improve customer experience
- Collaborate closely with other teams, i.e. Product, Engineering, QA, Customer Success
- Maintain the technical user knowledge center by documenting best practices
- Inform Product on feature ideas and help prioritize tickets
- Notify Product when customers consistently struggle in specific areas
- Escalate to Customer Success Managers when there are potential risks
- Experience working with SSO and Authentication workflows
Qualifications
• Bachelors degree or 1+ years of experience in a customer facing application support role
• Have strong experience with ticketing and CRM software such as JIRA
• Have ability to independently drive a positive customer experience by quickly responding to and resolving incidents/requests
• Have strong communication and collaboration skills
• Be able to get things done efficiently
• Experience working within software development and understanding of the Software Development Life Cycle (SDLC method)
• Proven track record of developing and meeting/exceeding SLAs and Support Desk deliverables
• Ability to conduct research into a wide range of technical issues
• Strong interpersonal, communication, writing, presentation and facilitation skills
• Detail-oriented, with exceptional follow-through and superior organizational skills
• Ability to communicate with technical teams (e.g. developers and engineers) effectively to drive effective issue resolution
• Experience in working on multi-client projects with competing priorities
Candidates who live on the East Coast of the United States
Certara bases all employment-related decision on merit, taking into consideration qualifications, skills, achievement, and performance. We treat all applicants and employees without regard to personal characteristics such as race, color, ethnicity, religion, sex, sexual orientation, age, nationality, marital status, pregnancy, physical or mental condition, genetic information, military service, or other characteristic protected by law.
Originally posted on Himalayas