Scientific Help Desk Specialist

1 week ago


Rockville, Maryland, United States The EMMES Corporation Full time
Job Title: Scientific Help Desk Associate

At The EMMES Corporation, we are seeking a highly skilled Scientific Help Desk Associate to join our team. As a key member of our support team, you will provide exceptional customer service and technical support to our clients.

Job Summary

This role will work in a help desk environment, delivering support for software supporting clinical research in an immune-oncology context. You will be responsible for managing inbound and outbound calls, identifying customer needs, and providing application support for user account creation and password reset.

Responsibilities
  • Manage inbound and outbound calls in accordance with Service Level Agreements
  • Identify customers' needs, clarify information, and utilize the knowledge database to answer questions
  • Enter and manage all contracts in ticketing system for tracking
  • Triage and route tickets to the appropriate stakeholder for resolution
  • Provide application support for user account creation and password reset
  • Drafts and updates policy process, procedure, work instruction, knowledgebase article, and other documents working under the direction of the appropriate subject matter experts
Qualifications
  • Bachelor's degree and two (2) years of progressive experience in the use of complex information systems or delivery of training
  • Previous experience in a customer support role
  • Moderate level of genomic, medical, and clinical trial experience/knowledge
  • Strong communication skills along with active listening
  • Strong interpersonal skills, ability to apply empathy during customer interactions
  • Familiarity with ServiceNow or equivalent ITSM tools
  • Customer focus
  • 2+ years of Phone Support experience
  • Strong knowledge of Windows 10/11 and Microsoft 365
  • Basic Application troubleshooting experience
Why Work at The EMMES Corporation?

At The EMMES Corporation, your actions and hard work will have a direct impact on public health initiatives, both globally and in our local communities. We offer a competitive benefits package focused on the health and needs of our growing workforce, including:

  • Flexible Approved Time Off
  • Tuition Reimbursement
  • 401k Retirement Plan
  • Work From Home Anywhere in the US
  • Maternal/Paternal Leave
  • Casual Dress Code & Work Environment

We are an equal opportunity affirmative action employer and do not discriminate in our selection and employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, political affiliation, sexual orientation, gender identity, marital status, disability, protected veteran status, genetic information, age, or other legally protected characteristics.


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