Technical Support Specialist

Certara USA, Inc.; Pennsylvania; On-site; USD 50,000 - 90,000; Full time

Job summary

An innovative company is seeking a Technical Support Specialist to join their dynamic team. This role involves providing exceptional Tier-1 and Tier-2 support to clients, troubleshooting complex issues, and creating clear technical documentation. The ideal candidate will have a strong background in customer support and technical writing, with excellent communication skills. This position offers the opportunity to work with cutting-edge software products and collaborate with talented teams to enhance customer satisfaction. If you are passionate about technology and customer service, this is the perfect opportunity for you.

Qualifications

• 1+ years of experience in technical support and customer service.
• Strong skills in technical writing and documentation.
• Ability to troubleshoot and resolve software issues.

Responsibilities

• Provide Tier-1 and Tier-2 support to clients via multiple channels.
• Write technical documentation clearly and concisely.
• Collaborate with product development teams to ensure accuracy.

Skills

Technical Support

Customer Support

Technical Writing

Communication Skills

Troubleshooting

Project Management

Education

Bachelor's degree in Life Sciences

Bachelor's degree in Information Technology

Bachelor's degree in Technical Writing

Tools

Certara Software

Technical Documentation Tools

Job description

Overview

Certara is a growing company that provides a dynamic and exciting place to work. Our purpose is to assist in accelerating the development of meaningful medicines that make an impact on our society and the people that need them most. Innovation and creativity are highly valued, and everyone is given the opportunity for training and continuous development. Our portfolio spans the discovery, preclinical, clinical and post-marketing phases of drug development, working with 1,200 commercial companies, 250 academic institutions, and numerous regulatory agencies.

We are seeking a skilled Technical Support Specialist with a strong background in customer support. The ideal candidate will have experience in providing Tier-1 and Tier-2 support, delivering training on various software platforms, and creating technical documentation. This role requires excellent communication skills, the ability to troubleshoot complex issues, and a commitment to providing exceptional customer service.

Preference for this person to be located in West Coast of United States or willing to work Pacific time zone hours.

Responsibilities

• Provide Tier-1 and Tier-2 front-line support to clients via telephone, email, Live-Chat, and web-portal.
• Become an expert in the use of Certara software products and services.
• Write technical documentation and other product-related materials clearly and concisely.
• Provide detailed documentation of support incidents and update case status until resolved.
• Act as an internal point-of-contact to triage complicated technical support issues.
• Escalate issues or problems to management personnel when warranted.
• Provide feedback to R&D regarding customer issues and requested enhancements.
• Collaborate with product development teams to ensure content is up-to-date and accurate.
• Communicate effectively with internal stakeholders to understand product requirements and customer needs.
• Troubleshoot customer issues and provide effective solutions in a timely manner.
• Manage multiple projects simultaneously while meeting deadlines.

Qualifications

Education, Experience, Training, and Knowledge:

• Bachelor's degree in Life Sciences, Information Technology, Technical Writing, or a related field.
• Minimum 1 year of technical writing experience.
• Minimum 1 year of customer support experience.
• Knowledge of computer system validation and maintenance of the validated status.
• Experience working with private and sensitive personal information.
• Strong computer skills and ability to use necessary databases and software.
• Technical skills, with the ability to use and learn a variety of tools and systems used in technical writing, video production, and customer support.
• Ability to understand IT/Software technology.
• Proficiency in writing documents and procedures.

Skills & Abilities:

• Familiarity with regulatory requirements and preparation of regulatory documents.
• Good oral communication and report writing skills.
• Good interpersonal skills.
• Ability to troubleshoot and resolve software issues in a timely manner.
• Ability to assist customers with product installation, configuration, and usage.
• Ability to document and track customer issues and resolutions.
• Ability to collaborate with the development team to address and resolve complex technical problems.
• Ability to stay updated with the latest product features and updates.

• Preference for this person to be located in West Coast of United States or willing to work Pacific time zone hours.

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.