Technical Support Analyst

4 days ago

Secunderabad, India Certara Full time
OverviewJob Summary:

The Technical Support Analyst combines technical knowledge with presentation skills to provide advice both internally and externally. An effective Technical Support Analyst has a knack for solving complex problems in addition to having good communications and customer relationship skills. A levelheaded person who can talk customers through complex technical solutions.The Technical Support Analyst will provide pre and post-sale support in which they will address technical subject matter questions, install software applications, provide product support, triage and escalate higher complexity issues. Interact with prospective and existing clients to perform an analysis of their respective business challenges

ResponsibilitiesPrimary Duties:Answer technology and subject matter questions in a professional mannerInstall, configure and implement software solutions that are sold to clientsProviding Tier 1 level supportPrepare training course material for software courses to effectively communicate and educate clientsCreate technical documentation for common support issuesProvide web-based or on-site application training to current clientsMeasure of Success is based on customer satisfaction survey results/ticketing resolution system

QualificationsQualifications:2 or 4 year degree in computer science or related technical field is preferred but we will consider candidates with a strong experience base, demonstrated over 2 or 3 years in the relevant area1-2 years as a product support analyst—helpdesk or desktop support1-2 years working within the pharmaceutical industry or supporting the pharmaceutical industry preferred1-2 years of technical support experienceExperience and/or knowledge of ECTD a plus

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