Service Desk Specialist

Certara USA, LLC • Wayne, PA • 1h ago

Overview

Certara accelerates the potential of bringing medicines to market and to patients using biosimulation software, technology, and services to transform traditional drug discovery and development. Our clients include more than 2,400 biopharmaceutical companies, academic institutions, and regulatory agencies across 70 countries.

Our goal is to enable the life sciences industry's use of data, modeling, and analytics to make better decisions across the various phases of discovery and drug development. Our software and scientists incorporate modern advances in scientific understanding, drug development experience, data analysis, and AI resulting in significant opportunities to decrease the cost and increase the probability of success for new drug approval and commercialization.

As a Service Desk Specialist at Certara, you are responsible for the delivery of high quality and timely responses to our customers and users. Under the direction of the Support Lead, you'll collaborate closely with our internal teams to distribute issues and requests to appropriate resources for efficient resolution and drive a positive customer experience in each interaction with our Service Desk.

Responsibilities

Monitor, triage, and respond to all the tickets created internally and externally

Follow through each ticket from creation to true resolution

Advocate on behalf of customers to ensure their ideas and feedback are communicated and responded to accordingly

Contribute to the management of the end-to-end support process and continue to find opportunities in order to improve customer experience

Collaborate closely with other teams, i.e. Product, Engineering, QA, Customer Success

Maintain the technical user knowledge center by documenting best practices

Inform Product on feature ideas and help prioritize tickets

Notify Product when customers consistently struggle in specific areas

Escalate to Customer Success Managers when there are potential risks

Qualifications

1+ years of experience in a customer facing application support role

Have strong experience with ticketing and CRM software such as JIRA

Have ability to independently drive a positive customer experience by quickly responding to and resolving i

ncidents/requests

Have strong communication and collaboration skills

Be able to get things done efficiently

Experience working within software development and understanding of the Software Development Life Cycle (SDLC

method)

Proven track record of developing and meeting/exceeding SLAs and Support Desk deliverables

Ability to conduct research into a wide range of technical issues

Strong interpersonal, communication, writing, presentation and facilitation skills

Detail-oriented, with exceptional follow-through and superior organizational skills

Ability to communicate with technical teams (e.g. developers and engineers) effectively to drive effective issue

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