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Senior Technical Support Analyst - Customer Success

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Date: Feb 19, 2021

Location: IN IN

Company: Cytel Inc

Cytel provides unrivaled biostatistics and operations research knowledge to our customers in the life sciences industries in the form of both software and services.  At Cytel, we work hard to create successful careers with significant professional growth for our employees, as a result of which they work hard to make Cytel successful. Cytel is a place where talent, experience, and integrity come together to advance the state of clinical development.

 

At Cytel we have many customers that use our state of the art adaptive and innovative design software. For us, everything starts and stops with our customer’s satisfaction. We are excited to begin our search for a Senior Technical Application Support Analyst to provide support to our SaaS and on-prem software customers. If you have outstanding customer service skills, excellent problem-solving skills and you are a team player and passionate about technology - consider joining our success at Cytel!

 

Responsibilities:

  • Provide exceptional application and technical support to our customers via phone, chat, support portal using remote assistance tools.
  • Recommend software application functionality and suggest improvements based on incident trends and customer feedback.
  • Establish root cause analysis of incidents.
  • Work well with cross-functional teams to resolve issues.
  • Take full ownership of support incidents to ensure SLA’s are met or exceeded.
  • Create and update knowledgebase articles and FAQ’s.
  • Carefully document all activities in a professional manner within the support incident tracking system.
  • Strong desire to learn new skills/techniques/processes.
  • Participate in after-hours on-call rotations.

 

Required Qualifications:

  • Bachelor’s degree
  • 3-5 years of previous experience with customer support and/or software implementation activities
  • Strong problem-solving skills
  • Strong ability to multitask in a fast-paced environment
  • Excellent communication skills to provide clear and empathetic customer support
  • Organized with strong attention to detail
  • Ability to adapt to continuously changing demands/priorities

 

Preferred Experience

  • Azure services such as Azure AD, App Services, Kubernetes, Application Insights.
  • MySQL and SQL.
  • JavaScript & React User Interfaces.
  • Working with and debugging REST API’s.

Why Cytel? 

  • Our collaborative working environment encourages innovation and rewards results, and we are proud to have one of the lowest turnover rates in the industry. 

  • In addition to competitive compensation, we offer an excellent benefit's package, annual bonus incentive, promote work-life balance, and the opportunity to grow with us! 

  • Work with respected experts and thought leaders 

Cytel Inc. is an Equal Employment / Affirmative Action Employer. Applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, veteran status, disability, sexual orientation, gender identity or expression, or any other characteristics protected by law.

Cytel does not accept referrals from employment businesses and/or employment agencies in respect of the vacancies posted on this site. All employment businesses/agencies are required to contact Cytel’s human resources department to obtain prior written authorization before referring any candidates to Cytel. The obtaining of prior written authorization is a condition precedent to any agreement (verbal or written) between the employment business/ agency and Cytel. In the absence of such written authorization being obtained any actions undertaken by the employment business/agency shall be deemed to have been performed without the consent or contractual agreement of Cytel. Cytel shall therefore not be liable for any fees arising from such actions or any fees arising from any referrals by employment businesses/agencies.


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