Scientific Help Desk Associate

Overview

Scientific Help Desk Associate

US Remote

Emmes Group : Building a better future for us all.

Emmes Group is transforming the future of clinical research, bringing the promise of new medical discovery closer within reach for patients.

Emmes Group was founded as Emmes more than 47 years ago, becoming one of the primary clinical research providers to the US government before expanding into public-private partnerships and commercial biopharma.

Emmes has built industry leading capabilities in cell and gene therapy, vaccines and infectious diseases, ophthalmology, rare diseases, and neuroscience.

We believe the work we do will have a direct impact on patients' lives and act accordingly. We strive to build a collaborative culture at the intersection of being a performance and people driven company.

We're looking for talented professionals eager to help advance clinical research as we work to embed innovation into the fabric of our company.

If you share our motivations and passion in research, come join us!

Primary Purpose

This position supports "Essex, an Emmes Company". Essex is a biomedical informatics and health information technology-focused consultancy founded in 2009 and headquartered in Rockville, MD.

The Essex team comprises experts with extensive experience in strategically developing and managing complex health and biomedical information programs for clients in the Federal Government, research academia, and private sectors.

This role will work in a help desk delivering support for software supporting clinical research in an immune-oncology text.

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.

Qualifications

• 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

Why work at Emmes?

At Emmes, your actions and hard work will have a direct impact on public health initiatives, both globally and in our local communities with opportunities for volunteerism through our Emmes Cares community engagement program.

We offer a competitive benefits package focused on the health and needs of our growing workforce, including :

• Flexible Approved Time Off
• Tuition Reimbursement
• 401k Retirement Plan
• Work From Home Anywhere in the US
• Maternal / Paternal Leave
• Casual Dress Code & Work Environment

CONNECT WITH US!

Follow us on Twitter - @EmmesCRO

Find us on LinkedIn - Emmes

The Emmes Company, LLC is an equal opportunity affirmative action employer and does not discriminate in its selection and employment practices.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, political affiliation, sexual orientation, gender identity, marital status, disability, protected veteran status, genetic information, age, or other legally protected characteristics.

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