Service Desk Specialist - Customer Experience & Resolution

Certara USA, Inc.; Upton (PA); On-site; USD 60,000 - 80,000; Full time

Job summary

Certara USA, Inc. is seeking a Service Desk Specialist to deliver high-quality, timely support to customers and users. Under the guidance of the Support Lead, you will triage tickets, route requests to the right teams, and strive for a positive experience in every interaction.

The role requires strong communication, collaboration with Product, Engineering, QA, and Customer Success, and a proven ability to meet SLAs. Familiarity with SDLC and ticketing systems like JIRA is preferred.

Qualifications

• Bachelor's degree or 1+ years of experience in a customer facing application support role.
• Experience with ticketing and CRM software such as JIRA.
• Ability to independently drive a positive customer experience by quickly responding to and resolving incidents/requests.
• Strong communication and collaboration skills.
• Experience with SDLC and software development processes.
• Proven track record of meeting SLAs and delivering in a Support Desk environment.

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 improve customer experience.
• Collaborate closely with Product, Engineering, QA, and Customer Success teams.
• Maintain the knowledge base by documenting best practices.

Skills

Customer service

Communication

Collaboration

SDLC awareness

Problem solving

Time management

Education

Bachelor's degree

Tools

JIRA

Job description

Certara USA, Inc. is seeking a Service Desk Specialist to deliver high-quality, timely support to customers and users. Under the guidance of the Support Lead, you will triage tickets, route requests to the right teams, and strive for a positive experience in every interaction.

The role requires strong communication, collaboration with Product, Engineering, QA, and Customer Success, and a proven ability to meet SLAs. Familiarity with SDLC and ticketing systems like JIRA is preferred.