Service Desk Specialist

Scorpion Therapeutics; United States; Remote; USD 50,000 - 70,000; Full time

Job summary

Certara is seeking a Service Desk Specialist to support our biosimulation software, delivering high-quality, timely customer help and issue resolution.

You will monitor, triage, and close tickets from creation to closure, advocate for customer feedback, and collaborate with Product, Engineering, QA and Customer Success. Maintain technical documentation and inform product improvements. This role is remote-friendly with a preference for East Coast candidates and no travel expected.

Qualifications

• Bachelor's degree or 1+ years in application support.
• Proficient with ticketing/CRM tools like JIRA.
• Strong customer service, communication, and collaboration skills.
• Understanding of SDLC.
• Track record of meeting SLAs.
• Research and technical troubleshooting skills.
• Detail-oriented with strong organizational skills.

Responsibilities

• Monitor, triage, and resolve internal/external tickets from creation to closure
• Advocate for customer feedback
• Collaborate with Product, Engineering, QA, and Customer Success teams
• Maintain technical documentation
• Inform product improvements
• Escalations when necessary

Skills

Customer service

Communication

Collaboration

SDLC understanding

Troubleshooting

Documentation

Organizational skills

Education

Bachelor's degree

Tools

JIRA

Job description

Role

Service Desk Specialist supporting Certara's biosimulation software, ensuring high-quality, timely customer support and issue resolution.

Responsibilities

• monitor, triage, and resolve internal/external tickets from creation to closure
• advocate for customer feedback
• collaborate with Product, Engineering, QA, and Customer Success teams
• maintain technical documentation
• inform product improvements
• escalations when necessary.

Requirements

• Bachelor's degree or 1+ years in application support
• proficient with ticketing/CRM tools like JIRA
• strong customer service, communication, and collaboration skills
• understanding of SDLC
• track record of meeting SLAs
• research and technical troubleshooting skills
• detail-oriented with strong organizational skills.

Preferred

• experience working on multi-client projects with competing priorities
• experience in software development environment

High Value

• focus on software support in a biopharma context
• multi-team collaboration
• remote work with a preference for East Coast candidates
• no travel specified.