Technical Support Associate

Cmed Technology (Offices in Timisoara - Romania) helps research organizations meet the challenges of 21st century clinical trials. We are working to provide a high quality technical support for our new and exciting cloud based applications. We are looking for talented people to join our global team and provide customer services to our internally developed applications that support clinical data capture, data analysis and reporting.

Responsibilities

* Triage emails arriving in the helpdesk inbox and create tickets in ServiceDesk accordingly

* Assist customers with all application related issues

* Take responsibility for each ticket request including follow up with internal teams for status updates as well as with the customers, in line with guidance from the Product Operations Manager and/or mentor

* Identify repeating issues/root causes and flag to management

* Improve and maintain the knowledge base

* Provide input for internal processes and implement process change as required

* Ensure compliance with all relevant SOPs and work practices

* Escalate issues as needed within the support roles

* Work on a shift pattern to provide extended support coverage (morning/afternoon shifts)

Minimum qualifications and skills

* At least 1 year experience of a helpdesk or customer care role

* Awareness and/or experience of working in a regulated environment

* Good understanding of computer networking technologies

* Good command of English, both written and verbal

Preferred qualifications and skills

* Bachelor degree in a technical field

* Work calmly under pressure and meet deadlines

* Experience of Linux servers especially Red Hat or/and Ubuntu

* Flexibility in multitasking and focus

* Good investigative and meticulous approach to activities and tasks

* Confidence in dealing with diverse range of customers

* Ability to deal with conflict and negotiate positive outcomes

* Understanding and empathy with the customer issue and its impact on them

* Team player

What we offer

* Opportunity to develop your technical skills by working with cutting edge technology

* Be part of an amazing team and work with exciting technologies in a friendly environment

* Attractive salary and private medical plan

* Wellness package

If you want to make a real difference in data analytics and are interested in the great opportunities that Cmed can offer, all you need to do is to apply now! 

For more information on Cmed Recruitment and consideration for other opportunities, please review the recruitment statement on our careers page (https://www.cmedresearch.com/careers/). 

Please be aware that we do not accept resumes from outside agencies or recruiters unless specifically requested by a Cmed HR or Recruitment Manager. Unsolicited agency or recruiter resumes will not be eligible for referral fees and will be considered candidates Cmed may directly contact for employment application.