Helpdesk Support Specialist I

Envision Pharma Group; United States; Remote; USD 35,000 - 55,000; Full time

Job summary

Envision Pharma Group is seeking a Helpdesk Support Specialist I to join their team. In this collaborative role, you will resolve technical issues, support end users, and uphold high service standards while working in a mission-driven environment. Join us to make a difference through technology and support our clients effectively.

Qualifications

• High school diploma or equivalent, bachelor's degree preferred.
• Minimum one year customer service experience required.
• Solid computer skills and familiarity with ticketing systems.

Responsibilities

• Identifies and resolves routine technical problems for end users.
• Documents and tracks requests using applicable systems.
• Communicates technical information with team members and clients.

Skills

Customer Service

Technical Ability

Attention to Detail

Accountability

Responsibility

Education

High School Diploma

Bachelor's Degree (preferred)

Tools

MS Office

Job description

Are you a Helpdesk Support Specialist eager to solve technical issues and provide exceptional client support?

Work shouldn't just be something we do; it should have purpose. At Envision, we believe in creating life-changing outcomes for people through the work we do with our clients, giving back to the community, and staying deeply committed to our own families. Our people and their families are at the heart of everything we do. We know that our success depends on employees who feel valued, appreciated, and supported, both professionally and personally. That's why we prioritize a culture where family always comes first.

Being part of a collaborative team means there's no limit to what you can achieve. With us, you can be a part of a growing company you want to work for.

Our Vision: To unleash the power of combined intelligence to accelerate patient access to life-changing treatments.

Our Mission: Delivering smarter and faster solutions to create, communicate, and commercialize value for our clients.

Our Values: Excellence, People, Growth

The opportunity

The Helpdesk Support Specialist I identifies, researches and resolves routine technical problems of low complexity. Sitting in our Envision Technology team, this role provides support to end users for basic computer, application, system, device, configuration, and access issues. Utilizes product information or solution database to research, troubleshoot, and deliver solutions. Helpdesk Support Specialist I possesses a moderate understanding of general aspects of the job and works under close direction.

This role requires skills in attention to detail, accountability, and responsibility. Colleagues are responsible for ticket progression and responsible for providing a high-standard of client communications throughout the ticket lifecycle. Team members are the face of the business day-to-day for all Envision clients and will work in partnership with other teams to maintain client relationships.

**The required working hours are from 14:30 to 23:30 Central European Time (CET).**

Role responsibilities

How will you make an impact at Envision Pharma Group?

• Identifies, researches and resolves routine technical problems of low complexity
• Provides support to end users for basic computer, application, system, device, configuration, and access issues.
• Utilizes product information or solution database to research, troubleshoot, and deliver solutions.
• Documents, tracks, and monitors the requests using applicable systems and tools
• Responds to telephone, email, and online requests for technical support.
• May coordinate with other teams or departments to resolve user problems.
• Fulfills all service level standards for response time and quality.
• Resolves login or user maintenance issues, investigates automated error messages, performs data maintenance and general administration tasks.
• Tasks may also include basic configuration tasks where documentation for actioning is accessible.
• Addresses defined and straightforward problems using existing standard operating procedures or technical methods.
• Communicates basic technical information with team members and customers. Exchanges straightforward information in routine situations with internal and external clients.

Do you have what we are looking for?

Skills & expertise

• High school diploma or equivalent, bachelors degree preferred.
• Minimum one year customer service based experience required
• Solid computer skills and navigation of ticketing systems or similar required (Ex: MS Office, general software navigation, data entry, general installation)
• Requires basic skills in customer service and technical ability (basic computer skills: navigation, typing, installation etc.)

**The required working hours are from 14:30 to 23:30 Central European Time (CET).**

#TogetherWeDiscover

Explore your place at Envision. If you have the experience highlighted above, we would love to hear from you!