Technical Support Analyst

Location: Malvern, PA (Remote)

Duration: Long Term

Description: We are looking for a customer service-oriented Sr Technical Analyst to provide technical support to users in an efficient and accurate manner and serve in a senior-level role. This position also assists with infrastructure support tasks, leading and contributing to projects, and working with other senior members on various topics and platforms, to demonstrate a professional work product. The goal is to make sure that customer value is maintained to the standards set forth by the customer.

Duties and Responsibilities:

• High touch, high resolution phone support for the Quotation module (CPQ) for the Finance Team (approximately 70 users) and the Sales Team (approximately 400 users).
• Support will be provided 8:00 am to 8:00 pm Monday through Friday during Hypercare period excluding U.S. holidays
• Team will be assembled to provide the service and is expected to start within 4 weeks of executing this SOW, in time for the November 15, 2021 roll-out
• Team will be self-sustaining with leadership and encapsulated project management
• Knowledge and Processes to be built and enhanced as the Program and system comes online

Additional responsibilities include:

• Create support processes and procedures for the team
• Escalation point
• Single point of contact for Siemens
• Provide process improvement and roll-out feedback from metrics data The remaining team resources, three (3) Mid-Level Support Analysts, will be brought on with the Project Manager. They can assist with process and support documentation. The full team of 4 resources will be in place and trained when the roll-out commences.
• Laptop/desktops for each team member
• Account access, including: Network, Shareville/CPQ and the ITSM system, other applications as required to perform job responsibilities.

Required Skills:

• Past experience in a Technical Team Leadership role
• Familiarity with Infrastructure support and CPQ for Siemens
• Customer service experience in a professional industry
• Strong troubleshooting and documentation skills=
• Desktop and Laptop hardware support experience
• Technical Writing
• Proficient knowledge of Microsoft Desktop Operating Systems.

Education:

• Degree in Information Systems, Computer Science (Preferred) or equivalent experience.

Preferred Skills:

• Demonstrate knowledge in supporting the pharma industry
• Team Lead experience
• Experience with CRM Systems (Oracle Sales Cloud a plus).

Regards,

David Jones

(908) 360 - 8020

Job Type: Contract

Schedule:

• 8 hour shift

Experience:

• Quotation module (CPQ): 2 years (Required)
• Network, Shareville/CPQ and the ITSM system: 3 years (Required)

Work Location: Remote

Speak with the employer
+91 (908) 360 - 8020

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