Join a team dedicated to supporting the crucial mission of improving health outcomes.
At Merative, you can apply your skills – and grow new ones – with colleagues who have deep expertise in health and technology. Merative provides data, analytics and software for the health industry. Our clients include providers, health plans, employers, life sciences companies and governments around the world. With industry-leading products and focused innovation, we help customers improve decision-making and performance so that together, we drive real progress in health. Learn more at merative.com
Working under moderate supervision, this position is the primary customer support contact for the sites, sponsors, ARO’s, and CRO’s providing technical support and incident management. The Sr Analyst is responsible for the accuracy of the Ticketing system.
Essential Job Duties:
• Provide accurate and timely product support for domestic and international clients for both hardware and software-related issues.
• Document details and resolution of all incidents with precision and accuracy.
• Work directly with clients, other technical support, and development staff to resolve problems.
• Support Zelta by effectively troubleshooting problems and working with other team members.
• Communicate resolutions or updates professionally with details as appropriate for the user.
• Assist in supporting our Zelta Clients
• Work closely with other departments for collaborating on support projects
• Exhibit a positive attitude and support company goals.
• Identify trends of Technical Support service incidents and recommend resolutions.
• Provide accurate and timely status reports on all activities to project leaders/supervisors as necessary.
• Assist in problem identification, and authoring of corrective/preventative actions.
• Maintain client contact information and computer configuration specifications during project life cycle.
• Assist with training preparation and delivery.
• Ensure compliance with all applicable QMS documents.
• Participate in an on-call rotational support schedule.
• Pursues a program of self-development through the use of selected reading, seminars, and participation in continuing education.
• Identifies and communicates possible improvements in the work process for customers and peers.
• Performs other duties as assigned by immediate supervisor or upper management.
Basic Qualifications:
• Expert understanding of Windows operating systems and computer hardware devices.
• Knowledge of Windows workstation.
• Knowledge of troubleshooting in different browsers, Edge, Firefox, Chrome, Safari.
• Working knowledge of Microsoft Office
• Good problem solving skills.
• Strong written and oral communication skills.
• Strong organizational and interpersonal skills.
• Ability to accurately interpret and follow instructions.
• Multi-task oriented.
• Strong attention to detail.
• Ability to function productively in high-stress environments with tight timelines.
• Ability to diagnose (troubleshoot) customer issues and follow proper escalation/notification policies.
• Excellent oral (telephone) communications skills.
• Clinical Domain knowledge.
Technical Skills, (if applicable):
• Abily to interpret and implement logical rules within software applications
• Proficiency in algorithmic thinking and applying structured logic to programming challenges.
Supervisory Skills, (if applicable):
• N/A
Education Requirements:
• Atleast 2 years experience in a technical customer support role.
Work Environment
The work environment characteristics here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Travel: Up to 15%
It is the policy of Merative to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, HIV status, or any other characteristic protected by federal, state or local law. In addition, Merative will provide reasonable accommodations for qualified individuals with disabilities.
