Job Description

Glasgow, United Kingdom; Berlin, Germany; Budapest, Hungary Support/Other 2212

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Overview

About Certara

Certara accelerates medicines using proprietary biosimulation software, technology and services to transform traditional drug discovery and development. Its clients include more than 2,000 biopharmaceutical companies, academic institutions, and regulatory agencies across 62 countries

As a Service Desk Specialist at Certara, you are responsible for the delivery of high quality and timely responses to our customers and users. Under the direction of the Support Lead, you'll collaborate closely with our internal teams to distribute issues and requests to appropriate resources for efficient resolution and drive a positive customer experience in each interaction with our Service Desk.

Responsibilities

Monitor, triage, and respond to all the tickets created internally and externally Follow through each ticket from creation to true resolution Advocate on behalf of customers to ensure their ideas and feedback are communicated and responded to accordingly Contribute to the management of the end-to-end support process and continue to find opportunities in order to improve customer experience Collaborate closely with other teams, i.e. Product, Engineering, QA, Customer Success Maintain the technical user knowledge center by documenting best practices Inform Product on feature ideas and help prioritize tickets Notify Product when customers consistently struggle in specific areas Escalate to Customer Success Managers when there are potential risks

Qualifications

1+ years of experience in a customer facing application support role Have strong experience with ticketing and CRM software such as JIRA Have ability to independently drive a positive customer experience by quickly responding to and resolving incidents/requests Have strong communication and collaboration skills Be able to get things done efficiently Experience working within software development and understanding of the Software Development Life Cycle (SDLC method) Proven track record of developing and meeting/exceeding SLAs and Support Desk deliverables Ability to conduct research into a wide range of technical issues Strong interpersonal, communication, writing, presentation and facilitation skills Detail-oriented, with exceptional follow-through and superior organizational skills Ability to communicate with technical teams (e.g. developers and engineers) effectively to drive effective issue resolution Experience in working on multi-client projects with competing priorities
Certara bases all employment-related decision on merit, taking into consideration qualifications, skills, achievement, and performance. We treat all applicants and employees without regard to personal characteristics such as race, color, ethnicity, religion, sex, sexual orientation, age, nationality, marital status, pregnancy, physical or mental condition, genetic information, military service, or other characteristic protected by law.