Job Description

We’re on a mission to change the future of
clinical research. At Calyx, we help the
biopharmaceutical industry bring medical
treatments to the market, faster.
Our mission is to change the world
but to do this, we need people like you.
Apart from job satisfaction, we can offer you:
HEALTH:

• Medical plan for you and your dependents.
• Personal Accident Insurance
• Life Insurance
• Critical illness cover

WEALTH:

• Salary structure and Flexi basket
• Provident fund of 12%
• Gratuity scheme

YOURSELF: Internal growth and development programs & trainings
Summary:
The Associate Technical Support Analyst’s role is to provide excellent customer service whilst resolving technical incidents of requests raised by end users who are using the business systems.
Minimum Work Experience:

• Minimum 1-3 years of experience in voice-based Technical Support profile.
• Experience working in and knowledge of the life sciences sector.
• Solid Professional experience in the same or very similar role.
• Customer service experience ITIL awareness Technical Helpdesk experience.
• Accountability Supporting Activities Problem Management Investigates problems in systems, processes, and services.
• Assists with the implementation of agreed remedies and preventative measures
• Incident Management Following agreed procedures, identifies, registers, and categorizes incidents.
• Responds to a broad range of service requests for support by providing information to fulfilled requests or enable resolution.
• Ensure all tracking and quality metrics are consistently achieved in relationship Management.
• Collects and uses feedback from customers and stakeholders to help measure the effectiveness of stakeholder management.
• Helps develop and enhance customer and stakeholder relationships.
• Experience using tools to communicate progress to Stakeholders Experience in regulated environments (GxP, Financial, etc...) or relevant testing experience from another domain that is transferable
• Carry out any other reasonable duties as requested.
• Knowledge of ITIL frameworks.

Skills:

• Excellent interpersonal, verbal, and written communication skills
• A flexible attitude with respect to work assignments and new learning
• Ability to manage multiple and varied tasks with enthusiasm and prioritize workload with attention to detail.
• Shows Initiative and self-confidence - is adaptable and can cope with changing and evolving priorities.
• Must have the ability to work methodically in a fast-paced, time-sensitive environment
• Manages the provision of consultancy services. In own areas of expertise, provides advice and guidance to consultants and/or the customer or other stakeholders through involvement in the delivery of consultancy services.
• Demonstrable ability to apply critical thinking to problems and tasks.
• Maintains in-depth knowledge of specific specialism in the field and provides expert advice regarding their application.

Education:

• Bachelor's Degree
• Excellent written & verbal communication skills.

Come as you are.
We're proud to be a Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.