Technical Support Analyst (Remote)

Description and Requirements

ABOUT WCG: WCG’s clinical solutions are built on a foundation of best-in-class clinical services companies. We deliver transformational solutions that stimulate growth, foster compliance, and maximize efficiency for those performing clinical trials. WCG is proud to serve individuals on the frontlines of science and medicine, and the organizations striving to develop new products and therapies to improve the quality of human health. It is our role to empower them to accelerate advancement, while ensuring the risks of progress never outweigh the value of human life.

WHY WE LOVE WCG: At WCG, our employees are our most valuable asset, and as with all our assets, we invest in them with an eye toward future success. We provide each eligible employee with a comprehensive set of benefits designed to protect their personal and financial health to help make the most of their future.

Comprehensive Benefits package - Health, Dental, Vision, Life Disability, 401k with match, and flexible spending accounts

• Employee Assistance Programs and additional work/life resources
• Referral Bonuses and Tuition Reimbursement
• Paid time off including holidays, vacation, and sick time
• Volunteer Time Off to benefit the community
• Opportunities for career development with on-the-job training, certification assistance, and continuing education reimbursement

Expected hourly rate of pay range: $19.95 to $31.00

GPS level: T3

JOB SUMMARY: The Technical Support position will provide Tier 1 support to our customers via phone, email, and chat. Ask appropriate questions and use knowledge and resources to diagnose and resolve customer issues. Escalate issues that extend beyond Tier I span of control.

The Technical Support position must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

ESSENTIAL DUTIES/RESPONSIBILITIES: To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The accountabilities listed below are representative of the knowledge, skills, and/or ability required.

• Provide client support and technical issue resolution via E-Mail, phone and, other electronic medium.
• Provide training to clients in the use of system and applications as related to InvestigatorSpace/SafetyPortal.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Direct unresolved issues to the Technical Support Supervisor.
• Follow-up and update customer status and information.
• Identify and suggest possible improvements on procedures.
• Obtain general understanding of operating systems (OS) and application operations related to company offered services.
• Perform creation of new accounts using company provide software tools.
• Other duties as assigned.

EDUCATION REQUIREMENTS: Associate degree in information technology, two years’ experience in customer service/help desk or equivalent work experience.

QUALIFICATIONS/EXPERIENCE:

• Proven experience as a help desk technician or other customer support role.
• Ability to use good sense in order to diagnose and resolve basic technical issues.
• Able to work independently and efficiently to meet deadlines.
• Able to promptly answer support related email, phone calls and other electronic communications.
• Self-motivated, detail-oriented and organized.
• Experience with hardware and software issues.
• Proficient in Internet related applications such as E-Mail clients and Web Browsers.
• Excellent communication (oral and written), interpersonal, organizational, and presentation skills.
• Must have prior experience working with the Internet, new media production, or related experience.
• Excellent verbal and written communication skills, along with effective meeting facilitation skills.
• Ability to work within deadlines, ensuring timely, cost-effective delivery and client satisfaction.
• Self-starter who works as well independently as they do as part of a team.
• Strong analytical abilities.
• Proficiency in MS Office, a solid knowledge of Microsoft Excel, PowerPoint, Visio, and Word.

TRAVEL REQUIREMENTS:

Physical and Sensory Requirements: The physical and sensory requirements described 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 offered to individuals with disabilities to assist in performing the essential functions of the position. Work activities involve light to moderate physical effort (for example, sitting in one place for extended periods of time, standing, walking, bending, lifting lightweight objects, intermittent to sustained periods of keyboarding). Majority of time is spent in a seated position with frequent opportunity to move about at will. Activities require a variety of easy muscle movements. Work activities involve a frequent need to concentrate on a variety of sensory inputs for moderate to lengthy durations at a time requiring diligence and attention to interpret effectively. There will be a need to attend to single or simultaneous tasks where accuracy of details is important. The need for detailed and precise work is high.