Possess an outstanding customer service focus coupled with solid functional and technical skills, this role will provide high quality operational, functional and technical application and systems support to Bioclinica customers and internal business functions. Minimizing the adverse impact of incidents and problems on the business and preventing re-occurrence of incidents and will assist training and developing junior staff.
Responds to customer technical problems/ issues related to product/ application via e-mail/ chat and phone.
Owns customer issues from beginning to resolution (handles in place).
Assists customers by diagnosing problems and providing resolutions for technical and service issues.
Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions
Meets established service level objectives for problem resolution;
Communicate with internal colleagues to understand the needs of departments and the organization
Act as a functional and technical resource for internal and external projects;
Follow appropriate departmental and company procedures and policies (i.e. change control, security and auditing, problem and incident management);
Participate in developing strategies to allow support to manage resultant problems;
Triaging the requests issues via the ticketing system, email inboxes and workflow queues
Good written and verbal communication skills
Should have basic understanding on technical skills
Ability to work well under pressure with high attention to detail
Ability to proof own work
Good interpersonal skills
Good Team player
Adaptability / Flexibility
Ownership and initiative
Willingness to work in a 24/7 shift environment
Founded in 2006, Synowledge specializes in providing drug safety, regulatory affairs and... related IT services to small, mid, and large sized pharmaceutical, biotechnology and medical device companies. We are headquartered in Stamford CT, USA with operational facilities across the United Kingdom, Columbus, Ohio, and Bangalore, India. Our comprehensive outsourcing solutions combine the unique strengths of both onshore and offshore services to meet all of our clients’ pressing needs.
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