Support Analyst

Summary

Join our team as a Support Analyst to provide front-line Level 1 Support Desk support to internal and external system users, responding to help requests in a timely manner, and collaborating with the Support Desk Team to improve customer experience and efficiency.

Requirements

• Excellent customer service skills required
• Experience working ticketing systems, particularly Freshdesk and JIRA
• Must demonstrate strong technical troubleshooting skills with multiple technology environments
• Familiarity with or eagerness to learn the approaches of high performing clinical pharmacy programs
• Ability to manage multiple projects under tight deadlines, and communicate and collaborate with executives, operations, and technology teams
• A demonstrated ability to own the work and follow it through to completion
• Excellent collaboration, attention to detail, problem solving, business acumen and investigative skills
• Capability of working in a direct and matrix team environment as well as independently with limited supervision
• Ability to apply judgment and make informed decisions in order to work independently and meet deadlines
• Eagerness to learn new skills in a fast-paced, dynamic environment

Responsibilities

• Respond to support emails, and user requests from internal and external system users including clients and site personnel
• Log all Help Desk queries to Help Desk application; assign open queries and follow up on all open queries until resolved
• Assist with login issues; troubleshoot usage difficulties and other customer reported issues
• Basic internet browser troubleshooting
• Interact with customers and internal team members
• Attendance and punctuality are essential functions of the position
• User administration
• Act as liaison between end users and higher levels of support
• Create, review and modify documentation as required
• Concisely document detected/suspected software bugs with steps to reproduce issue
• Assist with training new team members
• Handle other duties as needed

Benefits

Unparalleled learning and growth prospects