Associate Technical Support Analyst

Were on a mission to change the future of clinical research. At Perceptive, we help the biopharmaceutical industry bring medical treatments to the market, faster. Our mission is to change the world but to do this, we need people like you. HEALTHMedical plan for you and your dependents.Personal Accident InsuranceLife InsuranceCritical illness coverWEALTHSalary structure and Flexi basketProvident fund of 12%Gratuity schemeYOURSELFInternal growth and development programs & trainingsJob SummaryThe Associate Technical Support Analyst role is to provide excellent customer service whilst resolving technical incidents of requests raised by end users who are using the business systems. Key AccountabilitiesProblem ManagementInvestigates problems in systems, processes and services. Assists with the implementation of agreed remedies and preventative measures. Incident ManagementFollowing agreed procedures, identifies, registers and categorises incidents. Gathers information to enable incident resolution and promptly allocates incidents as appropriate. Maintains records and advises relevant persons of actions taken Customer Service SupportActs as the routine contact point, receiving and handling requests for support. Responds to a broad range of service requests for support by providing information to fulfill requests or enable resolution. Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate. Assists with the development of standards, and applies these to track, monitor, report, resolve or elevate issues. Contributes to creation of support documentation. Ensure all tracking and quality metrics are consistently achieved Relationship ManagementImplements stakeholder engagement/communications plan. Deals with problems and issues, managing resolutions, corrective actions, lessons learned and the collection and dissemination of relevant information. Collects and uses feedback from customers and stakeholders to help measure effectiveness of stakeholder management. Helps develop and enhance customer and stakeholder relationships. OtherCarryout any other reasonable duties as requested. SkillsExcellent interpersonal, verbal and written communication skillsA flexible attitude with respect to work assignments and new learningAbility to manage multiple and varied tasks with enthusiasm and prioritize workload with attention to detailMust have the ability to work methodically in a fast-paced, time-sensitive environmentDemonstratable ability to apply critical thinking to problems and tasksAbility to identify and implement process improvementsProactively participates in skills improvement training and encourages their teams to participateMaintains an up-to-date awareness of trends, tools, technology, techniques and processes that affect technology within the Life sciences domainA self-starter and able to work under own initiative The ability to work flexibly to cover a range of different shift patterns when required which may include unsociable hoursKnowledge and ExperienceExperience using tools to communicate progress to StakeholdersCustomer service experienceEducationBachelor's Degree in a technical discipline (Maths, Science, Engineering, Computing, etc.) or a related study, or equivalent project-related experience EnglishFluent Come as you are. Equal Employment OpportunityWere proud to be a Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. At Perceptive, we enable the worlds pharmaceutical, biotech, and clinical research organizations to rapidly discover and advance life-changing treatments. Together, our global team delivers unmatched scientific and technological expertise, global operational experience, and end-to-end solutions to help the global research community realize tomorrows new therapies. To do this, we need people like you. At Perceptive, your work will enable our customers to bring lifesaving and life-improving options to patients around the world. Learn how you can make a difference by joining our team and uniting under our shared goal - serving science to improve peoples lives. Join our talent community and receive the latest Perceptive news, and content, and be first in line for new job opportunities. Join our Talent Community .