Product Operations Associate

Cmed is as an innovative full service, technology-led CRO and developer of advanced eClinical & smart data capture technologies. The company has two divisions: Cmed Clinical Services and Cmed Technology.

At least 1 years’ experience of a helpdesk or support role for external customers
Awareness and/or experience of working in a regulated environment
Good understanding of computer networking technologies
Good command of English, both written and verbal

Triage emails arriving in the helpdesk inbox and create tickets in the ServiceDesk accordingly
Assist customers with all application related issues
Take responsibility for each ticket 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 into 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)

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
Soft skills training and technical mentoring