Support Technician I/II

2 weeks ago

Angeles City, Central Luzon, Philippines SuperStaff Full time

Our mission is to power critical decisions in health care with data science-driven technology.

As a Tier 1 Support Technician I/II, you are the critical first interaction for clients seeking support with the Clients Evidence Platform, a modular, data-agnostic analytics platform that powers rigorous real-world evidence generation (RWE). The primary function of this role is to provide exceptional customer service to users. You will offer thoughtful and personalized product support, focusing on answering how-to questions, clarifications, issues, and requests promptly, accurately, and concisely. The Support team operates at the intersection of Engineering, Product, Science, Data, and Commercial teams. This role provides an opportunity to gain experience with innovative analytical solutions, interface with top biopharma client users, collaborate cross-functionally across internal organizations, and expand your quantitative research knowledge.

Role Responsibilities:
  1. Triage, clarify, investigate, test, explain, and resolve product questions from users regarding applications. Support questions include user administration, login issues, technical problems, explaining application features, and determining whether a user experience is expected or a bug.
  2. Collaborate internally with senior Support team members and colleagues from Engineering, Product, Science, Data, and Commercial teams to prioritize, scope, triage, diagnose, test, escalate, and resolve user issues.
  3. Contribute to internal and external support documentation, such as reference materials and user support site content.
  4. Assist with scientific research project deliverables for clients, including populating and double-checking data tables, formatting reports, and handling file requests.
  5. Participate in ongoing efforts to improve support processes and operations by identifying gaps and pain points, and proactively problem-solving and proposing solutions.
RequirementsRequired Qualifications:
  • Professional fluency in English, both written and spoken.
  • Ability to work U.S. Eastern Standard Time (EST) business hours, with specific shifts depending on daylight savings adjustments, and potential periodic shifts to Central European hours after demonstrating proficiency.
  • Strong attention to detail.
  • Excellent problem-solving and critical thinking skills.
  • Ability to prioritize and manage multiple tasks effectively.
  • Strong organizational, time-management, and planning skills.
  • Proactive and inquisitive attitude, eager to ask questions and learn new skills, technologies, and software.
  • Experience with Microsoft/Google Suite, including pivot tables and filters in spreadsheets.
  • Working knowledge of a programming language, ideally Python or R.
Preferred Qualifications:
  • Self-driven, independent, and eager to collaborate in a team environment.
  • Solutions and process improvement orientation.
  • Experience with technical software user support.
  • Experience in client/user interaction, service, support, or success roles.
  • Experience working cross-functionally.
  • Enthusiastic, passionate, and positive attitude.

* We understand that not everyone will meet all the qualifications initially. We encourage passionate applicants eager to grow their skills. We look forward to meeting individuals who believe in our mission and can contribute in various ways.

Benefits:
  • HMO with one free dependent upon hire
  • Life Insurance
  • 20 PTO credits annually
  • Night Differential
  • Vested Leave (VL) and Sick Leave (SL) cash conversion
  • Annual performance-based merit increases and employee recognition
  • Great company culture
  • Career growth and learning opportunities
  • Company-provided laptop
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