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Technical Application Support Analyst (2-3 years experience)

Date: Apr 3, 2021

Location: US

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 Technical Application Support Analyst to provide support 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 causes 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 or equivalent combination of education and customer facing technical support experience.
  • 1-3 years previous experience application and technical customer support and/or 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.

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