Support Analyst-Part time Employment

Instem; United States; Remote; USD 25,000 - 36,000; Part time

Job summary

Instem is seeking a Support Analyst to join our weekend support team in the United States. This permanent, part-time role focuses on assisting customers with product and service inquiries during Saturday and Sunday shifts.

You will handle emails and calls, provide guidance, reproduce issues, escalate where needed, and ensure adherence to our QMS. We value clear communication and timely problem resolution in a collaborative environment.

Qualifications

• At least 1 year of experience in IT support.
• Degree in Computers/IT is required.
• SQL and database knowledge is required.
• Excellent written and verbal communication; ability to understand US accent.

Responsibilities

• Respond to requests via email and phone; log and resolve tickets.
• Provide advice and assistance related to Instem products and services.
• Reproduce reported problems and document details.
• Escalate complex issues to other technical teams.
• Adhere to the Quality Management System to ensure secure, professional handling of work.

Skills

SQL and database knowledge

Communication skills

Education

Degree in Computers/IT

Job description

Support Analyst

Number of opening-3

Shift- Weekend working(8 hours working on saturday and sunday)

Status: Permanent, Part Time

Whos Instem?

Well, were a global provider of bespoke industry leading software solutions and services, which enables our clients to bring life enhancing products to market faster. We boast over 700 pharmaceutical clients (including all the top 20!), ranging from small to enterprise-sized organizations. Over 50% of the global drug discovery process runs through our software at some point. Therefore, each Instem employee has a significant impact in helping to save/prolong people's lives all over the world. We want you to join our mission!

What's the culture/environment like? Although we're a fast-growing organisation, we do have an incredibly supportive, communal, family-feel environment. We promote solution-based thinking, with full flexibility (minimal micromanagement) and empowerment - we want you to be accountable for your success! We'll invest in you as a person and encourage you to take part in companywide sessions for wellbeing, mental health, critical conversations, and strengths.

Why are we hiring a Support Analyst?

We're on the hunt for a Support Analyst as part of our company's growth. A Support Analyst is responsible for covering the support desk, following through customer support calls from logging to resolution.

What to expect?

• Responding to request received via email, telephone support calls and from other mechanisms
• Provision of advice and assistance relating to products and services
• Reproduction of reported problems and documentation of same
• Escalation of problems to other technical teams.
• Adherence to our Quality Management System (QMS) to ensure all work is handled securely, professionally and diligently.

Skills you'll need:

• Min 1 year of experience in support.
• Degree in Computers/IT is must.
• SQL and Database knowledge is must.
• Good communication skills (Written and Verbal-able to understand US accent).

We hire exceptional, enthusiastic people, and everyone is empowered to think solo, take the initiative and be innovative. We invite you to explore a world of opportunities with us, and to have influence in helping us achieve our goals, by being you!

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.