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

Overview

Certara accelerates the potential of bringing medicines to market and to patients using biosimulation software, technology, and services to transform traditional drug discovery and development. Our clients include more than 2,400 biopharmaceutical companies, academic institutions, and regulatory agencies across 70 countries.

Our goal is to enable the life sciences industry's use of data, modeling, and analytics to make better decisions across the various phases of discovery and drug development. Our software and scientists incorporate modern advances in scientific understanding, drug development experience, data analysis, and AI resulting in significant opportunities to decrease the cost and increase the probability of success for new drug approval and commercialization.

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

• Bachelors degree or 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

Candidates who live on the East Coast of the United States

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.