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Help Desk Associate

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Emmes

Aug 16

Applications are closed

  • Job
    Full-time
    Junior Level
  • Rockville
    Remote

Requirements

  • - Bachelor’s degree and two (2) years of progressive experience in the use of complex information systems or delivery of training.
  • - Previous experience in a customer support role
  • - Moderate level of genomic, medical and clinical trial experience/knowledge
  • - Strong communication skills along with active listening
  • - Strong interpersonal skills, ability to apply empathy during customer interactions
  • - Familiarity with ServiceNow or equivalent ITSM tools
  • - Customer focus
  • - 2+ years of Phone Support experience
  • - Strong knowledge of Windows 10/11 and Microsoft 365
  • - Basic Application troubleshooting experience

Responsibilities

  • Manage inbound and outbound calls in accordance with Service Level Agreements
  • Identify customers’ needs, clarify information and utilize the knowledge database to answer questions
  • Enter and manage all contracts in ticketing system for tracking
  • Triage and route tickets to the appropriate stakeholder for resolution
  • Provide application support for user account creation and password reset
  • Drafts and updates policy process, procedure, work instruction, knowledgebase article and other documents working under the direction of the appropriate subject matter experts.

FAQs

What is the primary purpose of the Help Desk Associate role?

The primary purpose of the Help Desk Associate role is to deliver support for software that aids in clinical research within the immune-oncology field.

What qualifications are required for this position?

The qualifications required include a Bachelor’s degree, two years of progressive experience in complex information systems or training delivery, customer support experience, and familiarity with ITSM tools like ServiceNow.

What type of experience is preferred for candidates applying for this position?

Candidates should have a moderate level of genomic, medical, and clinical trial knowledge, strong communication and interpersonal skills, as well as at least two years of phone support experience.

What kind of support will the Help Desk Associate provide?

The Help Desk Associate will manage inbound and outbound calls, address customer needs, provide application support, and help with user account creation and password resets.

Is there an opportunity for professional development at Emmes?

Yes, Emmes offers a tuition reimbursement program as part of its competitive benefits package to support professional development.

What is Emmes’ approach to work-life balance?

Emmes promotes work-life balance through flexible approved time off and a casual dress code and work environment.

How does Emmes promote community engagement?

Emmes encourages community engagement through its Emmes Cares program, which offers opportunities for employees to participate in volunteerism and public health initiatives.

Are there any benefits related to parental leave?

Yes, Emmes offers maternal and paternal leave as part of their competitive benefits package.

What tools will the Help Desk Associate need to be familiar with?

The Help Desk Associate should be familiar with Windows 10/11, Microsoft 365, and have basic application troubleshooting experience.

How does Emmes ensure a diverse and inclusive workplace?

Emmes is an equal opportunity affirmative action employer and does not discriminate in its selection and employment practices, ensuring a diverse and inclusive work environment.

The Industry’s First Native Digital and AI Specialty CRO

Science & Healthcare
Industry
1001-5000
Employees

Mission & Purpose

Emmes is a global, full-service Clinical Research Organisation (CRO) that provides research support to various sectors, including pharmaceuticals, biotechnology, and government agencies. The company specialises in the design, execution, and analysis of clinical trials, focusing on developing new treatments and therapies that improve patient outcomes. Emmes' ultimate goal is to advance public health through innovative research and by helping bring safe, effective medical products to market. Their purpose is to bridge the gap between scientific discovery and patient care, ensuring that new medical interventions are thoroughly tested and validated.