Product Support Specialist

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.

We are looking for talented people to join our global team and provide customer services to our internally developed applications that support clinical data capture, data analysis and reporting.

Minimum qualifications and skills

* At least 1 years’ experience of a helpdesk or customer care role

* Awareness and/or experience of working in a regulated environment

* Good command of English, both written and verbal



Preferred qualifications and skills

* Bachelor degree in a technical field

* Work calmly under pressure and meet deadlines

* Interested in server management and monitoring

* Flexibility in multitasking and focus

* Good investigative and meticulous approach to activities and tasks

* Confidence in dealing with diverse range of customers

* Ability to deal with conflict and negotiate positive outcomes

* Understanding and empathy with the customer issue and its impact on them

* Team player

Triage emails arriving in the helpdesk inbox and create tickets in ServiceDesk accordingly

* Assist customers with all application related issues

* Take responsibility for each ticket request 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 for 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