Technical Support Specialist I - 04AM - Noon

Short company description

Suvoda is a software company streamlining the clinical trials process for pharmaceutical and biotechnology clients globally. At Suvoda, we prioritize inherent talent over years of experience. Our environment promotes high performance, knowledge sharing, and access to cutting-edge technology, with a strong emphasis on personal development and a sense of belonging as our core principles.
We are:
• A growing technology company, providing innovative solutions to the pharmaceutical and biotech industries, with a relentless focus on creating engaged customers;
• Talented individuals who value high performance yet also like to have fun at work;
• Determined to build an organizational culture characterized by highly productive and highly satisfied employees in an inclusive, diverse, and collegial environment.

Requirements

Requirements:

This opportunity will require you to work the hours of 4am - Noon, Monday - Friday, regularly.

Bachelor's degree (ideally in computer science) preferred;
Proficiency with web-based software applications;
Exposure to Windows (Unix based systems), specifically database architecture and security standards;
Ability to assess risk and apply judgement in managing/updating business-critical production data;
Experience creating and executing SQL scripts and stored procedures;
Strong written and verbal communication skills;
Able to work independently as well as part of a cross-functional team;
Analytical, organizational and planning skills;
Highly self-motivated, able to multi-task in a fast-paced, dynamic environment with competing priorities;
Attention to details;
An understanding of web services integrations between third-party applications, including use of API’s and XML is a plus;
Prior technical support experience preferred, especially in IRT or related field.

Responsibilities

Responsibilities:

Provide support to key internal stakeholders globally on mission-critical clinical trial software systems, utilizing technical expertise, advanced technical understanding of the software systems, and analytical skills to identify root causes;
Prioritize and resolve issues in accordance with Service Level Agreements (SLAs) to ensure timely responses and resolution;
Proactively follow up with users to confirm issue resolution and proactively prevent future problems;
Troubleshoot escalated issues requiring advanced technical expertise that are reported by Suvoda’s Support and Services Delivery teams and provide technical guidance on how to resolve issues;
Utilize ticketing systems such as Zendesk, Jira to log, track and investigate issues;
Investigate critical and urgent technical issues in a timely manner and develop tailored solutions to varied and unique systems issues;
Communicate complex technical issues to non-technical audience or customers in a clear, concise manner;
Collaborate with members of the services delivery and/or development teams to identify optimal solutions for complex technical system issues;
Understand database architecture in relation to web-based software applications;
Create, validate, and execute SQL scripts and stored procedures to perform manual updates to customer databases as required, maintaining clinical trial data integrity;
Ability to create various reports from the database as required, levering SQL table joins and server links;
Monitor third-party data integrations, identify and resolve issues, including data inconsistencies, communication failures, and system errors using SQL, XML, JSON;
Conduct manual testing through the user interface as well as at database level on each custom scenario in order to validate bugs or identify the most efficient resolution plan;
Perform thorough debugging, testing, and analysis to identify the root cause and implement appropriate fixes within each custom-built system based on specifications and standard procedures;
Remain up to date with new functionality introduced by product releases and adapt solutions based on application customizations Document and identify recurrent scenarios, with the purpose of efficient re-utilization;
Provide input on current support processes and suggest improvements;
Meet and exceed performance metrics;
Perform other related duties as required.

Benefits

• Annual bonus
• Medical subscription
• Trainings
• Courses
• Bookster subscription
• Extra days off
• Flexible work schedule
• Parties / company events
• Laptop
• Meal vouchers