Field SS - Support Specialist

Field SS - Support Specialist

Syneos Health® is a leading fully integrated biopharmaceutical solutions organization built to accelerate customer success. We translate unique clinical, medical affairs and commercial insights into outcomes to address modern market realities.

Our Clinical Development model brings the customer and the patient to the center of everything that we do. We are continuously looking for ways to simplify and streamline our work to not only make Syneos Health easier to work with, but to make us easier to work for.

Whether you join us in a Functional Service Provider partnership or a Full-Service environment, you’ll collaborate with passionate problem solvers, innovating as a team to help our customers achieve their goals. We are agile and driven to accelerate the delivery of therapies, because we are passionate to change lives.

Discover what our 29,000 employees, across 110 countries already know:

WORK HERE MATTERS EVERYWHERE

Why Syneos Health

• We are passionate about developing our people, through career development and progression; supportive and engaged line management; technical and therapeutic area training; peer recognition and total rewards program.
• We are committed to our Total Self culture – where you can authentically be yourself. Our Total Self culture is what unites us globally, and we are dedicated to taking care of our people.
• We are continuously building the company we all want to work for and our customers want to work with. Why? Because when we bring together diversity of thoughts, backgrounds, cultures, and perspectives – we’re able to create a place where everyone feels like they belong.

Job Responsibilities

JOB RESPONSIBILITIES

• Provide L1-L1.5 support offering hardware and application support ranging from how-to, connectivity, functionality, system setup assistance, etc.
• Troubleshoot, analyze, and resolve technical problems to ensure timely resolution, minimizing downtime for end-users while maintaining a professional and patient demeanor.
• Utilize relevant data, facts and tools to investigate and resolve a range of issues within the multiple platforms deployed to the teams.
• Prioritize and organize work to multitask, ensuring that issues are resolved within the timeframes defined by SLAs.
• Provide clear explanations and interpretations of technical issues, offering support and guidance to end-users and colleagues.
• Collaborate with other teams to escalate and resolve more complex problems that require cross-functional knowledge.
• Maintain thorough documentation of all issues, troubleshooting steps, and resolutions to support continuous improvement of the service delivery process.
• Stay updated on new technologies and solutions relevant to the organization's Tech environment to enhance troubleshooting capabilities.

QUALIFICATION REQUIREMENTS

• Undergraduate degree, Bachelors preferred
• Experience supporting Windows, Apple devices, Microsoft Suite, Veeva CRM
• Strong interpersonal, multitasking and communication skills a must.
• ITIL Foundation Certificate preferred

Get to know Syneos Health

Over the past 5 years, we have worked with 94% of all Novel FDA Approved Drugs, 95% of EMA Authorized Products and over 200 Studies across 73,000 Sites and 675,000+ Trial patients.

No matter what your role is, you’ll take the initiative and challenge the status quo with us in a highly competitive and ever-changing environment. Learn more about Syneos Health.

Additional Information

Tasks, duties, and responsibilities as listed in this job description are not exhaustive. The Company, at its sole discretion and with no prior notice, may assign other tasks, duties, and job responsibilities. Equivalent experience, skills, and/or education will also be considered so qualifications of incumbents may differ from those listed in the Job Description. The Company, at its sole discretion, will determine what constitutes as equivalent to the qualifications described above. Further, nothing contained herein should be construed to create an employment contract. Occasionally, required skills/experiences for jobs are expressed in brief terms. Any language contained herein is intended to fully comply with all obligations imposed by the legislation of each country in which it operates, including the implementation of the EU Equality Directive, in relation to the recruitment and employment of its employees. The Company is committed to compliance with the Americans with Disabilities Act, including the provision of reasonable accommodations, when appropriate, to assist employees or applicants to perform the essential functions of the job.

Summary

The Field Support Analyst provides quality support and troubleshooting services to remote Pharmaceutical Sales and Medical professional end-users and clients on a wide range of systems in a complex and dynamic environment. This role involves providing application support, diagnosing, resolving system issues, and ensuring the efficient operation of IT systems and equipment. The Field Support Analyst will work to deliver high-quality assistance and maintain strong customer relationships.