Flex Databases team is looking for a Helpdesk Specialist to join one of our Helpdesk team.
We are driven by our high mission to make an impact on the Life Sciences industry.
We provide a flexible e-Clinical software system for Clinical Research Organizations (CROs) and pharmaceutical companies.
As a Helpdesk Specialist at Flex Databases, you are going to be at the forefront to support our clients’ clinical operations teams, which means daily work for the benefit of people around the world.
We work globally with clients all over the world, with our own offices located in Europe and the US.
Working hours for this position
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EMEA:
During the probation period: 09:00-17:30 CET
After probation period: 13:30-22:00 CET
-
Latin America (ideally Argentina or Chile):
During the probation period: 08:00–16:30 (GMT-3)
After probation: 09:00–17:30 (GMT-3)
You may be located in a different time zone, but you must be available to work during these hours.
Responsibilities:
- Handling all incoming requests from users (via e-mail, in rare cases – via phone calls) within SLA
- Making controllable configuration changes to the system as part of providing support to users
- Driving a customer-centric culture within the team, ensuring that all customer interactions are handled promptly, professionally, and with empathy
- Independently identifying potential technical/technological problems
- Redirecting requests, which solution is out of the scope of support service (interaction with SCRUM teams)
- Control over the timeliness of answers/notification of users about the status of incoming requests
- Working in the internal electronic ticket (ITSM) system
- Suggesting methods to upgrade/improve the effectiveness of company processes, procedures, and technologies
- Interaction with system architects/senior programmers: extending technical knowledge of the system design and architecture, making suggestions for improvement of the technologies being used
- Passing product knowledge certifications
Requirements:
- Experience of more than 3 years in user support and IT
- Readiness to learn complex product independently at the level of an administrator
- Basic IT knowledge required for SaaS application troubleshooting and support
- Basic Knowledge of SQL (queries and SQL principles)
- Russian language from Upper-Intermediate
- Upper-Intermediate or Advanced English level
- Strong technical troubleshooting skills
- Personal qualities: responsibility, communication skills, stress tolerance, willingness to learn, and attention to detail
- High level of literacy and the ability to express your thoughts clearly (both orally and in writing)
- Ability to be polite and calm in all circumstances
- Strong analytical and problem-solving skills.
- Customer-oriented approach: sincere desire to communicate with users and help them
- Ability to work with big volumes of information and make quick decisions
- Ability to find information independently
- Experience with Jira and Confluence
Benefits:
- 20 vacation days
- 11 floating bank holidays
- 5 sick days fully paid by the company
- Work on a socially significant project within an interesting and inspiring life sciences domain
- Potential for growth and professional development
- Awesome team of highly qualified professionals
- Remote
- Open door policy; low bureaucracy level
- Potential career track: Customer Success Management or System Analytics
How we work:
- We care more about the things you do rather than your set working hours. It is important to participate in meetings with clients and (fixed) team meetings.
- We value respect, transparency, proactivity, openness, and positive approach. We do care about our team’s mental health and happiness. This is why we follow an open-door policy and accept constructive feedback from both sides.
- We believe in teamwork with our clients and employees and build long-lasting trusted relationships.
