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Support Analyst

3 months ago

Wayne, United States Certara USA, Inc. Full time
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, pregnancy, physical or mental condition, genetic information, military service, or other characteristic protected by law.