General Information

Location: Plymouth Meeting, PA

Organization: ePharmaSolutions LLC

Job Type: Full Time - Regular

Description and Requirements

SUMMARY OF POSITION: 
The Support Analyst will  be responsible for providing front-line Level 1 Help Desk support to both internal and external system users for the full  spectrum of Company products.  They will  also be responsible for responding  to,  documenting  and  resolving  help  requests  in  a  timely  manner  in  accordance  with established SLAs. 

EDUCATION REQUIREMENTS: 
Associates Degree in technology or equivalent required. 

QUALIFICATIONS/EXPERIENCE: 
Must demonstrate strong technical troubleshooting skills with multiple technology environments. Must possess solid oral, written and listening communication skills. Excellent customer service skills required. Must be capable of working in a direct and matrix team environment as well  as independently with limited supervision. Must have essential knowledge of computer aptitude and troubleshooting. 

ESSENTIAL DUTIES/RESPONSIBILITIES: 
-Answer Help Desk phone lines and respond to support emails, live chat requests from external system users including clients and site personnel. 
-Log all  Help Desk queries to Help Desk application; assign open queries and follow up on all  open queries until resolved. 
-Assist  with  login  issues;  troubleshoot  difficulties  entering  modules,  workspaces,  feasibility  surveys  and meetings. 
-Basic Internet browser troubleshooting.
-Interact with clients, study team and third-party personnel 
-Attendance and punctuality are essential functions of the position 
-User administration 
-Act as liaison between end user and higher levels of support
 
RELATED DUTIES/RESPONSIBILITIES: 
-Create, review and modify documentation 
-Concisely document detected/suspected software bugs with steps to reproduce issue 
-Tablet Support