As a key member of the team supporting a global customer base, you will be the first point of contact via email or telephone when customers require assistance, or when systems indicate a failure. The support team is a critical part of the current and ongoing success of our client. We are looking for talented professionals who can provide quality technical support to our growing customer base and internal teams.
Provides support on an as-needed basis to existing subscribers reaching the support line.
Responds promptly to customer problems and questions that come in through email, and telephone.
Assists with the build of Linux-based servers for deployment at client sites.
Helps customers to install, configure and use the company’s network and peripheral systems.
Diagnoses, troubleshoots, and resolves portal, transport, and network issues with customers.
Manages multiple customer cases simultaneously and provide regular progress updates to customers with open support issues.
Enters customer-related information including case history into the contact tracking database.
Proactively works with Software Engineers to provide the Support team with current information on product problems and resolutions.
Accurately identifies, replicates, and documents software defects and customer-requested product enhancements in the appropriate tracking system.
The successful candidate will have excellent customer service skills with the ability to handle and diffuse difficult situations. A degree in a technical discipline or equivalent experience is required. You must have at
least 3 years’ prior experience working in a service and/or technical support environment supporting Linux servers (Red Hat or Scientific Linux is a plus). Exposure to applications servers such as Tomcat, JBOSS,
Servicemix, or Weblogic is preferred. Your past roles should have provided you with 3 years’ experience with relational databases such as MySQL or PostgreSQL. You should possess a broad understanding of LAN and WAN technologies. Your technical skills should also include shell scripting (BASH, Python). Experience with Windows and OS X operating systems also required.
Most importantly, you should have well developed troubleshooting skills (an out-of-the-box creative problem- solver!) and the ability to learn how all the pieces of an application infrastructure fit together, such that when
seeing evidence of failures, you can plan an approach to successfully resolve the issue. You should have experience working with monitoring systems such as Nagios and Monit. Prior experience with ticketing
systems like Salesforce, Desk, the Atlassian suite of products (Jira, Confluence) and RT a plus.
You must enjoy customer contact and can deliver exceptional customer service even during high-priority situations. You respond to users with a high degree of professionalism and accuracy, and so you have
outstanding verbal and written skills. Finally, you can multi-task and work under dynamic conditions and constraints with minimal supervision – a self-starter! (i.e. strong analytical, prioritization, time management,
and follow-up skills) Our company is at the intersection of technology, healthcare and big Pharma and prior experience in a similar setting with HIPPA requirements is strongly desired.