Service Desk Specialist

Certara; Berlin; Vor Ort; EUR 35.000 - 50.000; Vollzeit

Zusammenfassung

A leading company in business consulting is seeking a Service Desk Specialist in Berlin to provide exceptional customer support and manage technical requests. The role involves monitoring ticketing systems, collaborating with various teams, and ensuring high-quality customer experiences. Ideal candidates will have a background in customer-facing support roles and familiarity with tools like JIRA.

Qualifikationen

• 1+ years of experience in a customer-facing application support role.
• Experience with ticketing and CRM software such as JIRA.
• Strong communication and collaboration skills.

Aufgaben

• Monitor, triage, and respond to all tickets created.
• Collaborate with other teams for efficient resolution of issues.
• Document best practices in the technical user knowledge center.

Kenntnisse

Customer advocacy

Customer service

Communication

Collaboration

Troubleshooting

Detail-oriented

Organizational skills

Tools

JIRA

Jobbeschreibung

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Overview
About Certara
Certara accelerates medicines using proprietary biosimulation software, technology and services to transform traditional drug discovery and development. Its clients include more than 2,000 biopharmaceutical companies, academic institutions, and regulatory agencies across 62 countries
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 incidents/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 resolution
• Experience in working on multi-client projects with competing priorities
  

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.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Business Consulting and Services

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