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Technical Support Analyst

3 months ago

UK, UK, United Kingdom Generis Full time

Company: Generis Enterprise Technology Limited

Job Title: Technical Support Analyst / Support and Development Liaison (Remote)

Location: Remote – UK

Contract Status: Full-time / Permanent Staff


About us

Generis is a fast growing and successful UK-headquartered

developer of world-class Content and Regulatory Information Management technology for regulated industries globally. ISO 27001 accredited, eight of the top 10 global life sciences companies rely on Generis’ flagship Intelligent Content Services platform, CARA™ for critical document and information management, including AbbVie, AstraZeneca, Biogen, Gilead, Bayer, Pfizer, and Merck KGaA.


Today, Generis serves more than 600,000 users worldwide, across use cases ranging from RIM, Regulatory / R&D and Safety use cases to Clinical, Non-clinical, Quality GxP, CMC, Pharmacovigilance, Medical Information / Medical Affairs applications and more.


Our mission

Our mission is to provide industry-defining

implementations that are fast and intuitive to bring our customers an enjoyable and efficient experience. Widely regarded by our customers for our responsiveness, we offer unprecedented care and attention to deliver high performing solutions configured to meet their individual and frequently complex requirements.


Our culture

At Generis we pride ourselves on employing the best people

and giving them opportunities to develop their skills and abilities. As a close-knit family of employees, we work hard to cultivate a diverse and challenging working environment. Our people are entrusted with great personal responsibility, empowering them to be heard, and drive real change with their ideas and ambition. With no mandatory office and flexible working arrangements, we recognize and reward good work and recruit those with positive can-do attitude.


The role (We are keen to hear from a wide range of experience levels. If you feel you are over experienced for this role description, please still apply as we are likely to have something that suits the more experienced candidates as well.)


  • Program data assurance for physical data items in source and target systems.
  • Use of automated testing tools for processing and validating large data migrations.


To fulfill this role, you will have the following attributes:


Must-have:


  • Experience in IT Support: A proven track record in a previous IT support technical role, demonstrating the ability to effectively troubleshoot and resolve customer issues.


  • Familiarity with Freshdesk or Similar Platforms. Proficiency in using ticketing systems like Freshdesk, JIRA, Zendesk.


  • Effective Communication Skills. Strong written and verbal communication skills are essential, as this role involves daily interaction with both technical and non-technical teams within the company and external customers.


  • Customer-Centric Approach: A dedication to providing exceptional customer support and a commitment to ensuring customer satisfaction through timely and accurate responses.


  • Technical Problem-Solving Skills: A background or interest in technical problem-solving can be advantageous for efficiently diagnosing and addressing software-related issues.


  • Documentation Skills: Strong documentation skills for creating knowledge base articles, FAQs, and user guides.


  • Remote Work Proficiency: The capability to work effectively in a remote or telecommuting environment, demonstrating self-discipline and strong time management skills to maintain productivity and meet customer support needs.


  • Independence: A proven ability to work independently, take initiative, and make decisions when necessary, while also being a reliable team member when collaborating with colleagues and cross-functional teams.


  • Fluent English or Higher (Verbal, Written, and Reading).


  • Excellent analytical and problem solving skills.


  • Excellent attention to detail


  • Strong planning and organisational skills


  • Ideally 1-2 years’ experience in a similar type of role.


  • Experience of working with large global organisations and an appreciation of the potential challenges that may be encountered.


  • Can-do attitude, reliable and flexible.


  • Excellent communication skills (written and verbal).


  • Comfortable engaging with external customers.


  • Fluent English (written and verbal).


Good to-have:

  • Knowledge of enterprise content management systems.


  • Second language.


  • Knowledge of CARA: Familiarity with the CARA, including its features and functionality, is a significant advantage in understanding customer needs and issues better.


  • Proficiency in Groovy, Java, and SQL: Familiarity with Groovy, Java, and SQL is highly advantageous when working with CARA's customization.


  • Understanding of DevOps Methodology: A fundamental understanding of software development principles, such as version control, code deployment, or release management.


  • Analytical Thinking: The ability to analyse trends in customer inquiries and provide insights to the development team for continuous improvement of the CARA platform.


  • Prior Experience in the Life Sciences Industry: Experience working within the life sciences industry can provide valuable domain knowledge.


  • Degree in Computer Science or Relevant IT Discipline


  • Knowledge of Elasticsearch, Redis, Linux, Microsoft Server, ldap and IdP like Azure, Okta, Ping.


What to expect during the recruitment process:


Our recruitment process is about you presenting your skills and being yourself. The process begins with a simple CV review, followed by interviews with our HR, subject or area-specific experts, and management. Not all candidates make it through to the interview stage, and the actual number of interviews may be fewer (this is not necessarily a bad sign). We believe in welcoming new members to our team that can demonstrate:


  • Pride and ownership in their knowledge
  • An open, genuine personality
  • Natural enthusiasm and intellect


What we offer

Competitive starting base salary (dependent on experience) £25,000 to £33,000 per year.

Eligibility for discretionary performance/merit-based bonus

Pension

Private healthcare

Full-time remote working

Flexible working arrangements

Half day Friday policy

Initiatives like ‘no meeting Wednesdays’

Wellness programme (bespoke to you) £1000 per year

£100 per month personal Uber allowance

Career progression and personal development