PharmaServ – is a Software-as-a-service platform that aggregates existing and real-time data from field medical and sales team activities, providing marketing and sales managers with actionable insights for business growth.

PharmaServ coordinates multichannel engagement, compliance and builds actionable insights to increase speed and productivity for life sciences field medical representatives. PharmaServ is a mobile and Web combined app for everyone in supplychain, featuring offline capability, mobile friendly design, guided workflows, communication tools, and clear actionable dashboards for life science marketing and sales team.

Job Summary

We are seeking a dedicated and knowledgeable Technical Support Specialist to join our team. In this role, you will be responsible for providing exceptional technical assistance to our clients and internal staff, ensuring that all IT-related issues are resolved efficiently. The ideal candidate will possess strong problem-solving skills, a customer-oriented mindset, and the ability to communicate technical information clearly to non-technical users.

Duties

• Provide first-level support for hardware and software issues across various platforms including Windows and MacOS.
• Troubleshoot basic to complex issues that are technical in nature and resolve desktop support issues, including but not limited to VPN connectivity, LAN configurations, and firewall settings.
• Assist users with Microsoft Office applications and other software tools.
• Manage help desk tickets effectively, ensuring timely responses and resolutions.
• Document all support interactions in the ticketing system for future reference.
• Collaborate with IT teams to escalate complex issues when necessary.
• Maintain an up-to-date knowledge of industry trends and best practices in IT support.
• Assist external/internal users of the client’s technical products or services; identify, investigate, research and provide resolution to user questions and problems.
• Troubleshoot basic to complex customer issues that are technical in nature; including hardware, software, networking, or other designated client products.
• Solve problems that are generally unstructured and require extensive use of conceptual thinking skills.
• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’).
• Follow appropriate escalation path to resolve technical issues; including making follow up outbound calls to customers or other parties as needed.

Benefits

• A supportive and inclusive work environment
• Continuous professional development and career growth

Experience

• Proven experience in an IT support or help desk role is preferred.
• Familiarity with Windows operating systems and MacOS is essential.
• Holds a degree in computer science or equivalent experience.
• Experience with network troubleshooting, including LAN setups and firewall configurations.
• Strong communication skills with the ability to convey technical concepts to non-technical users.
• Knowledge of VPN technologies and desktop support best practices is a plus.
• A proactive attitude towards problem-solving and a commitment to providing excellent customer service.

Join us as we strive to deliver outstanding technical support solutions while fostering a collaborative work environment!