Clinical System Support Specialist Job in Bangalore at Thermo Fisher Scientific

Thermo Fisher Scientific is hiring for the role of Clinical System Support Specialist!

Responsibilities of the Candidate:

• Act as the primary support for end users of clinical trial systems, responding to calls, email, chat, and/or self-service requests; logging support calls/resolutions; resolving incidents and providing required assistance to customers.
• Perform regular follow-ups on incidents to ensure all issues are resolved fully and in a timely manner.
• Handle all aspects of access management, including but not limited to provisioning, updating and revoking access and following established guidelines and processes. Assesses and troubleshoots access management requests or problems.
• Manage escalations from onset to closure to ensure issues are addressed across different functional areas or cross-departmental lines.
• Carry on-call phone/pager for after-hours support. Responds to after-hours inquiries within defined service level definitions.

Requirements:

• Proficiency in primary software used by the company.
• Working knowledge of Helpdesk Call Tracking software and ACD systems Strong attention to detail  Ability to follow processes without deviation.
• Ability to multi-task and apply organizational skills.
• Excellent problem-solving skills.
• Strong written and verbal communication skills
• Positive attitude and enthusiasm towards work
• Excellent customer service skills
• Ability to multi-task and excellent organizational skills with strong attention to detail
• Ability to work independently and keep up with rapid changes in priorities  Proven ability to learn new software and systems as well as new terminology and processes.
• Ability to work as a member of a team and promote teamwork in a multi-disciplinary team setting.
• Extensive language skills, including strong English language both written and verbal