Instem

Role: Support Analyst

Location: US – Remote

The successful candidate will be able to work fully remote or can report into one of our physical offices located in Conshohocken, PA, Morrisville, NC or Columbus, Ohio.

Instem is a global provider of leading software solutions and services that are helping over 500 pharmaceutical clients ‘bring their life enhancing products to market faster’. We enable clients in the life sciences industry to efficiently collect, analyse, report, and submit high quality regulatory data, while maintaining compliance for their products around the world.

We are looking for a Support Analyst to join our global helpdesk team with immediate effect, to provide a support service to our global external client base, where you will assist them in the use of our market-leading software solutions. Someone currently in a 2nd line position supporting internal and/or external customers, would be a great fit for this position, as you will be resolving practical issues with software problems and escalating others issues where required.

What is in this role for you? Well apart from joining an awesome team and taking on a fulfilling position, we also have a fantastic benefits package to offer to include:

Medical Insurance, Eyecare Insurance, Life Insurance, Ongoing training and development and so much more.

Responsibilities include;

• Responding to support incidents via phone / email / or via other methods of communication

• Providing sound advice and assistance in relation to Instem products and services

• Raising and handling of faults as appropriate

• Reproduction of reported problems and documentation

• Consistent communication with customers regarding the state of their support ticket

• Contribute to business process improvement initiatives

• Advanced problem solving and troubleshooting

Key Skills required;

• Outstanding customer service skills, keeping the customer informed of progress

• Previous background supporting applications to a client base (internal or external)

• Fantastic troubleshooting & problem-solving skills, both from a technical nature and creative work arounds to specific situations

• Basic understanding of database queries, preferably ORACLE

We’d like you to apply today and learn more about how you can help our customers bring life enhancing products to market faster.

Instem stores and processes data using an Applicant Tracking System. For more information regarding our privacy policy use the following link: http://www.instem.com/about/data-protection.php

In this policy you will find information about our compliance with GDPR (data protection law). You can find out how to send us a request to let you access your data that we have collated, request us to delete your data, correct an inaccuracies or restricting our processing of your data.