Position: Support Analyst
Company: promdex
Category: Support
Experience required: 2y
English level: upper

A successful candidate will enjoy creating lifelong enthusiasts of the Company while solving issues raised by busy Life Science professionals. You will work as an ambassador to our customers while collaborating with diverse groups within the Company and business partners. You will own each issue until a satisfactory resolution is achieved in accordance with established SLAs. You will be a highly productive self-starter who can successfully navigate numerous groups such as IT Support, Security, Quality Assurance, Business Analysts, and Customer Experience.

You must be able to work flexible hours and weekends. 

**Required Skills:**
✔ English - Advanced, oral and written;
✔ 2 years + of experience in a technical Customer Support role;
✔ Ability to quickly learn highly technical complex applications;
✔ Solid understanding of web technologies;
✔ Strong problem solving and decision-making skills, result and quality orientation, attention to details;
✔ Strong analytical skills, with the ability to identify business issues, analyze data, draw conclusions, and develop actionable recommendations;
✔ Strong technical skills, with an ability to understand product functionality and how these can tie to business outcomes;
✔ Proficiency in Microsoft Office suite of products (Word, Excel, PowerPoint);
✔ Basic understanding of Cloud services, architectures, and offerings;
✔ Ability to work independently as well as a part of a team;
✔ Ability to communicate effectively (written and verbally) with both technical and non-technical parties;
✔ Ability and flexibility to work with a dynamic, fast-paced, global team;
✔ Good understanding of monitoring and alerting best practices.

**JOB RESPONSIBILITIES**
✔ Manage multiple work streams within an organization to resolve customer issues;
✔ Synthesize incident, problem, and risk matters to support and promote continuous improvement;
✔ Produce incident communications for both technical and business distribution;
✔ Lead Root Cause Analysis (RCA) investigations to identify the incident cause with all stakeholders;
✔ Analyze and report historical incident trends, identify patterns as part of proactive problem management effort;
✔ Leverage problem management efforts to support Continuous Service Improvement (CSI) to enhance system stability;
✔ Pre-production Acceptance Testing to help assure the quality of our products/services;
✔ System troubleshooting and problem-solving across platform and application domains;
✔ Work with documents and established process flows;
✔ Report monthly trend metrics relating to incident and problem records.

**WORKING CONDITIONS**
Full-time/remote (home-based)/long-term position. 40 hours per week, 8 hours per day. We are looking for candidates for EU and Brazilian teams. 
The working schedule will be close to one of these two time zones: 9 am - 7 pm. Cross-functional interactions. 
PTO included (1 month of your work = 1 paid day off + 1 PTO quarterly = 16 PTO per year total). 
Bonus program (annual performance-based bonus, long-term bonus - once every three years). 

**ABOUT COMPANY**
The Company provides comprehensive business and technical solutions to advance the science of medicine and improve the quality of life of people around the world. We utilize our clinical platform, to fulfill our clients’ data engineering and business analytics needs. Our state of the art, metadata-driven solutions, coupled with our extensive experience, knowledge, and capabilities allow us to offer unparalleled advantages in data quality, time to completion, and cost-efficiency. The Company is a culturally diverse company that is revolutionizing the way Life Sciences uses data.