Service Desk Specialist
About Chemaxon
Chemaxon is an industry-leading cheminformatics software company helping early-stage drug discovery and chemistry research for more than 25 years. Our clients are top pharmaceutical companies, innovative biotech startups, and leading academic institutions.
We are agile, innovative and friendly, offering compelling opportunities for frequent collaboration and cross-training with teammates and stakeholders
We have been acquired by Certara, a US-based model-informed drug development services and software company. We are in an exciting time of organizational and business growth, so now is the perfect time to join our team!
About the role
As a Service Desk Specialist at Certara, you are responsible for the delivery of high quality and timely responses to our customers and users. Under the direction of the Support Lead, you’ll collaborate closely with our internal teams to distribute issues and requests to appropriate resources for efficient resolution and drive a positive customer experience in each interaction with our Service Desk.
About your responsibilities
- Monitor, triage, and respond to all the tickets created internally and externally
- Follow through each ticket from creation to true resolution
- Advocate on behalf of customers to ensure their ideas and feedback are communicated and responded to accordingly
- Contribute to the management of the end-to-end support process and continue to find opportunities in order to improve customer experience
- Collaborate closely with other teams, i.e. Product, Engineering, QA, Customer Success
- Maintain the technical user knowledge center by documenting best practices
- Inform Product on feature ideas and help prioritize tickets
- Notify Product when customers consistently struggle in specific areas
- Escalate to Customer Success Managers when there are potential risks
Experience, skills and knowledge you should bring to us
- 1+ years of experience in a customer facing application support role
- Fluent English skills both written and spoken
- Have strong experience with ticketing and CRM software such as JIRA
- Have ability to independently drive a positive customer experience by quickly responding to and resolving incidents/requests
- Have strong communication and collaboration skills
- Be able to get things done efficiently
- Experience working within software development and understanding of the Software Development Life Cycle (SDLC method)
- Proven track record of developing and meeting/exceeding SLAs and Support Desk deliverables
- Ability to conduct research into a wide range of technical issues
- Strong interpersonal, communication, writing, presentation and facilitation skills
- Detail-oriented, with exceptional follow-through and superior organizational skills
- Ability to communicate with technical teams (e.g. developers and engineers) effectively to drive effective issue resolution
- Experience in working on multi-client projects with competing priorities
What we offer
- Hybrid-way of working (8 days/month home office)
- Private health insurance (Medicover)
- Daily entry into Life1 Fitness Clubs
- Generous annual training budget supporting your professional development (off-site training, international conferences, e-books)
- We work with global Top500 companies (R&D) and leading academic institutions, giving you a chance to gain insights into these dynamically evolving industries.
- Inspiring working environment - leisure and recreation area, playing corner for children, English lessons, yearly user conference with social programs, innovation days
- You will be a valued member of a creative and supportive agile team
- Everyday use of English in a multicultural environment
Location: Budapest, Váci Greens Office Park
For some info on Chemaxon, you can check out these videos:
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