Help Desk Support Specialist

Envision Pharma Group is a Technology Enabled Solutions Partner for the Life Science Industry with expertise in Commercialization, Value & Access, Artificial Intelligence, Data Analytics, and Envision Medical Communications.

At our core, are our people, the manufacturers, and the patients our solutions impact and benefit across the globe. We drive growth through our innovations as an empowered, accountable, and entrepreneurial team. Our passion makes people healthier and happier.

Being part of a collaborative team means there's no limit to what you can achieve. With us, you can be a part of a growing company you want to work for.

The opportunity

The Helpdesk Support Specialist I identifies, researches and resolves routine technical problems of low complexity. Provides support to end users for basic computer, application, system, device, configuration, and access issues. Utilizes product information or solution database to research, troubleshoot, and deliver solutions. Helpdesk Support Specialist I possesses a moderate understanding of general aspects of the job and works under close direction.

This role requires skills in attention to detail, accountability, and responsibility. Colleagues are responsible for ticket progression and responsible for providing a high-standard of client communications throughout the ticket lifecycle. Team members are the face of the business day-to-day for all Envision clients and will work in partnership with other teams to maintain client relationships.

**The required working hours are from 14:30 to 23:30 Central European Time (CET).**

Role responsibilities

How will you make an impact at Envision Pharma Group?

• Identifies, researches and resolves routine technical problems of low complexity
• Provides support to end users for basic computer, application, system, device, configuration, and access issues.
• Utilizes product information or solution database to research, troubleshoot, and deliver solutions.
• Documents, tracks, and monitors the requests using applicable systems and tools
• Responds to telephone, email, and online requests for technical support.
• May coordinate with other teams or departments to resolve user problems.
• Fulfills all service level standards for response time and quality.
• Resolves login or user maintenance issues, investigates automated error messages, performs data maintenance and general administration tasks.
• Tasks may also include basic configuration tasks where documentation for actioning is accessible.
• Addresses defined and straightforward problems using existing standard operating procedures or technical methods.
• Communicates basic technical information with team members and customers. Exchanges straightforward information in routine situations with internal and external clients.

Do you have what we are looking for?

Skills & expertise

• High school diploma or equivalent, bachelors degree preferred.
• Minimum one year customer service based experience required
• Solid computer skills and navigation of ticketing systems or similar required (Ex: MS Office, general software navigation, data entry, general installation)
• Requires basic skills in customer service and technical ability (basic computer skills: navigation, typing, installation etc.)

**The required working hours are from 14:30 to 23:30 Central European Time (CET).**

#TogetherWeDiscover

We turn vision into reality. Our people are integral to our success and our values reflect the Envision philosophy where our teamwork helps us all grow and our enthusiasm inspires each other.

Our Envisionary culture is a special environment that gives every employee a voice the space to invent and the chance to excel. A place where, every day, people laugh, think, take risks, and are excited about the possibilities the day brings.

Explore your place at Envision. If you have the experience highlighted above, we would love to hear from you!