Overview
Job Overview:
The Support Analyst will be expected to master several of Certara's Software applications in order to provide Support and Training on these platforms
Responsibilities
Responsibilities:
Provide Tier-1 and Tier-2 front-line support to our clients via telephone, email and web-portal
Become an expert in the use of Certara software products and services
Project manage software evaluations
Support customer onboarding procedures for Software as a Service applications
Provide detailed documentation of Support incidents in the customer relationship management (CRM) system and update Case Status until the issue is resolved
Act as an internal point-of-contact to triage complicated technical support issues
Escalate issues or problems to management personnel when warranted
Provide feedback to R&D regarding customer issues and requested enhancements
Help maintain a solutions repository for each supported Certara product
Qualifications
Education, Experience, Training, and Knowledge:
At least 5 years work experience in the pharmaceutical industry in an IT or scientific capacity
MBA, MSc in Life Sciences, or Bachelor's degree in Information Technology
Knowledge of computer system validation and maintenance of validated status
Experience working with private and sensitive personal information
Confident in decision making and the ability to explain processes or choices as needed
Strong computer skills and ability to use necessary databases and software
Interpersonal and customer service skills are required when meeting with and interviewing customers
Ability to complete milestones and work toward multiple deadlines simultaneously
Excellent multitasking skills and task management strategies
Skills & Abilities:
Must be able to work independently (planning and scheduling); anticipate business needs and act proactively
Must be able to perform training, software demonstrations, and travel when required
Good oral communication and report writing skills, and good inter-personal skills
Prepare data for processing by organizing information, checking for any inaccuracies, and adjusting and weighting the raw data.
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, p regnancy, physical or mental condition, genetic information, military service, or other characteristic protected by law.
Certara is an Equal Opportunity Employer. Certara does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.
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