Life Sciences Service Desk Specialist

Certara USA, Inc.; Wayne (PA); On-site; USD 52,000 - 72,000; Full time

Job summary

Certara is seeking a Service Desk Specialist to deliver high-quality, timely support to customers and users. Under the direction of the Support Lead, you will route issues and collaborate with Product, Engineering, QA, and Customer Success to resolve requests end-to-end.

We value strong communication, ticketing proficiency (JIRA), and a solid understanding of the SDLC. East Coast residents are preferred for this role to align with our customer base and time zones.

Qualifications

• Bachelor's degree or 1+ years in a customer-facing application support role.
• Experience with ticketing/CRM software such as JIRA.
• Ability to rapidly respond to and resolve incidents/requests.
• Strong communication and collaboration skills.
• Experience with SDLC and software development practices.
• Proven track record of meeting/exceeding SLAs.
• Ability to research technical issues across diverse topics.
• Excellent written, verbal, and presentation skills.
• Detail-oriented with strong follow-through and organization.
• Ability to coordinate with developers and engineers to resolve issues.
• Experience working on multi-client projects with competing priorities.

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

Skills

Customer service

Communication

Collaboration

Ticketing (JIRA)

Education

Bachelor's degree

Tools

JIRA

Job description

Certara is seeking a Service Desk Specialist to deliver high-quality, timely support to customers and users. Under the direction of the Support Lead, you will route issues and collaborate with Product, Engineering, QA, and Customer Success to resolve requests end-to-end.

We value strong communication, ticketing proficiency (JIRA), and a solid understanding of the SDLC. East Coast residents are preferred for this role to align with our customer base and time zones.