Job Description

Job Title: RTSM Support Analyst


Location: Bangalore


Function: Support - Professional Services


DESCRIPTION:



Assist in the provision of support for clinical studies utilizing Sitero RTSM technology.


ESSENTIAL DUTIES AND RESPONSIBILITIES:


Primary Responsibilities


• Providing prompt and courteous support for all Sitero customers
• Answering, evaluating, and prioritizing issues arising from voice mail, email, and web requests for assistance from users.
• Interviewing users to collect information and lead users through diagnostic procedures to determine source of error.
• Logging and tracking calls using a call tracking system and maintain history records and related problem documentation.
• Monitoring and escalating severe issues following escalation process, ensuring service level agreements are met
• Configuring and maintaining project user groups and access permissions for Sitero products
• Provisioning customer user accounts and monitoring user access
• Coordinating customer user training activities with Sitero Training department
• Participating in project meetings, conference calls and training calls by setting up calls, coordinating schedules and developing agendas and meeting minutes, as applicable
• Attending project/team meetings




Secondary Responsibilities


•Maintains quality service and departmental standards by:•


• Providing support to Quality Assurance and other Sitero staff during sponsor directed audits
• Reading, understanding and adhering to organizational Standard Operating Procedures (SOPs)
• Adhering to departmental standards, policies and procedures


•Contributes to team effort by:•


• Exploring new opportunities to add value to organization and departmental processes
• Helping others to achieve results
• Performing other duties as assigned


•Maintains Technical Knowledge by:•


• Attending and participating in applicable company-sponsored training
• Attending and participating in all job-function specific and departmental training.
• Attending product demos and product specific release meetings.
• Initiating self-directed learning of applicable tools, processes, and industry standards.


EDUCATION AND EXPERIENCE REQUIRED:



Education:


• High school diploma, or equivalent, required; Associate degree preferred


Experience:


• At least one year of experience working with clinical trials and/or within pharmaceutical environment preferred
• At least one year of experience communicating with and supporting IRT/RTSM software end users.
• Experience identifying and troubleshooting software problems.
• Experience working with computer software including Word and Excel preferred.




PREFERRED SKILLS:


• Conduct reflects integrity, honesty, and responsibility for decisions and behavior
• Able to handle difficult and stressful situations with professionalism, initiative, logic and good judgment
• Able to apply procedures across an extensive range of scenarios requiring strong problem solving and investigation skills
• Demonstrated ability to manage time and multiple tasks, effectively prioritize responsibilities, and successfully meet deadlines
• Ability to work in group setting and independently; ability to adjust to changing priorities
• Excellent attention and orientation toward meticulous work
• Strong interpersonal and communication skills, both verbal and written
• Fluent English speaking and writing skills
• Strong organizational skills
• Goal oriented


COMPENSATION & BENEFITS:



Sitero proudly offers an impressive compensation package and benefits, including a competitive salary, Variable pay, paid time off, and healthcare and retirement benefits.


EMPLOYMENT TYPE:



Full Time, Permanent


COMMITMENTS:


• Standard Hours 40 hours per week, one hour lunch, Monday - Friday. Additional hours as needed.
• Willing to work in shifts as and when needed.


DISCLAIMER:



Sitero is an equal opportunity employer and welcomes all job applicants. All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other factors prohibited by law.