What are the responsibilities and job description for the Associate Support Analyst position at Instem?
Associate Support Analyst Who’s Instem? Well, we’re a global provider of industry leading software solutions and services, which enables our clients to ‘bring life enhancing products to market faster’. We boast over 700 pharmaceutical clients (including all the top 20!), ranging from small to enterprise-sized organisations. The Associate Support Analyst is responsible for covering the support desk, triaging support incidents and responding to technical requests.
Status: Permanent, Full Time
Location: Boston, US (Hybrid)
Package: Competitive Salary, Remote/Home Working (with one-off allowance), Flexible Working, (2 Days in the office for our Hybrid workers) Development & Opportunity (Personal & Technical), Medical Insurance, Dental Insurance, Vision Insurance, Life Insurance, Long Term & Short-Term Disability Insurance, Generous 401K (matching) Plan, Flexible Spending Account, Health Savings Account, 15 Days' Vacation Plus Public Holidays Buy and Sell Scheme.
Over 50% of the global drug discovery process runs through our software at some point. Therefore, each Instem employee has a significant impact in helping to save/prolong people's lives all over the world. We want you to join our mission!
What we need from an Associate Support Analyst?
What to expect?
• Responding to telephone support calls and calls received via other media and mechanisms
• Logging and triage of such calls
• Provision of advice and assistance relating to products and services
• Fulfilling technical requests (such as user creation / password resets)
• Provision of support/advice
• Liaison and consultation with other departments as both a recipient and provider of information
• Developing a knowledge of supported applications
• Contribution to Business Process Improvement initiatives
• Adherence to the Company’s Quality Management System to ensure that all work is handled securely, professionally and diligently
Skills You’ll Need:
• Developing familiarity with products/services
• Good communication skills
• Reasonable organisational skills
• Ability to prioritise under pressure
• Ability to recognise need for more specialist input.
We hire exceptional, enthusiastic people, and everyone is empowered to think solo, take the initiative and be innovative. We invite you to explore a world of opportunities with us, and to have influence in helping us achieve our goals, by being you!
An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
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