Technical Support Analyst

15 hours ago

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marketing • technology • procurement • software • home services

501 - 1000

💰 Private Equity Round on 2022-09

Description

• At ASC, you'll be at the forefront of ensuring our customers receive exceptional technical support for our products and services. • You'll play a crucial role in resolving customer issues promptly, adhering to industry standards such as ITIL and ISO 20000, and contributing to our continuous improvement initiatives. • Serve as the initial point of contact for customers, addressing queries, technical issues, and complaints related to ASC products with professionalism and efficiency. • Manage incoming service desk requests via our CRM software, ensuring accurate ticket logging, prioritization, and resolution within defined SLAs. • Independently investigate and resolve technical issues reported through various channels. • Escalate complex issues to senior staff when necessary. • Ensure the timely and professional delivery of technical services, meeting established SLAs. • Contribute to building and maintaining an internal knowledge base. • Collaborate with cross-functional teams to assist in pre-sales and post-sales support activities.

Requirements

• Previous experience with Docuvera is highly desirable. • Minimum 2 years of experience in remote client support, with a track record of delivering exceptional client service. • Minimum 2 years of hands-on experience in IT support within enterprise application software/SaaS companies, preferably in the Life Sciences industry. • Exposure to Document Management Systems such as OpenText, Documentum D2, Veeva Systems, etc., is advantageous. • Expertise in using software applications in Windows and web-based environments. • Collaborative mindset with a focus on teamwork. • The ability to communicate clearly and concisely (both written and orally). • Willingness to learn, adapt, and embrace change. • Discipline to work with customers who operate in a highly regulated industry. • Positive attitude and strong emotional intelligence. • Problem-solving skills with a solutions-oriented approach.

Benefits

• offering a digital first, fully flexible working style • having modern tools and systems • relaxed office hubs in some countries, stocked with free drinks and snacks • offering extra paid time off for year end closedown and your birthday (with unlimited PTO in the USA) • rewarding our long serving people with long service leave • engaging everyone in reward and recognition programs • access to various wellbeing platforms • a focus on personal growth, including dedicated ‘tools down’ personal development time • in the USA, we offer fully funded health benefits, like dental and medical • all within in a diverse, supportive, and inclusive global community.