Overview

About Polaris

Polaris specializes in consulting and technology solutions for pharmaceutical companies. We are at the forefront of the industry in terms of delivering technology through innovation fueled by our entrepreneurial culture.

Polaris employs over 200 people worldwide, and has been in business for more than 14 years. We are a truly global firm, speaking more than 25 languages. We are headquartered in New York City, with additional offices in Amsterdam, Boston, and San Francisco.

Learn more about our company and culture: http://polarismanagement.com/culture/

Overview:

The Application Support Analyst provides our customers with proactive and efficient support service in the resolution of customer support tickets for our software systems.

Expertise

In order to carry out their tasks, an Application Support Analyst requires:

• Strong communication, customer support and reporting skills
• Project management experience
• Strong operational and administrative skills
• Strong business acumen
• Technical understanding (knowledge of SQL a plus)
• Hands-on development experience

General Responsibilities:

• Demonstrate the highest standards of customer care by effective communication, reporting, and handling of all customer issues or dealings with the Support Team
• Support customers by answering queries regarding our suite of software products verbally and in writing
• Own customer issues from beginning-to-end resolution
• Ensure that the customer support processes are followed
• Manage customer expectations
• Internal escalation management
• Determine the nature and the severity of the problem reported
• Identify the scope and boundaries of the problem
• Hold regular status report calls with client
• Interact with development team to determine the release of maintenance releases and emergency patches
• Identify areas for improvement in the software and processes
• Keep accurate records of discussion or correspondence with customers

Specific Tasks Include:

• Develop and maintain trust with clients
• Hold regular conference calls with clients
• Plan and coordinate maintenance releases — A release plan includes scheduling and coordinating construction (fixes), testing and installation of the release.
• Maintain and update customer contact information for off-hours support team, in event of a production down situation
• Ticket resolution, to meet SLA (Service Level Agreement) standards

Physical and Location Requirements:

• Ability to work in the New York City office (core hours are Monday through Friday, 9:00 AM to 6:00 PM)
• Bachelor’s degree required
• Upon offer, candidate must be able to pass a background screen and drug test
• To be considered, please include Salary Requirements

Please submit application here: https://home.eease.adp.com/recruit/?id=12195981

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