Software Support Engineer

Company: Ashfield Healthcare LLC
Location: Atlanta
Posted on: January 15, 2021

Job Description:

Ashfield Healthcare has a long-standing partnership with Amgen a leading Biotechnology company, across Commercial, Patient Solutions and Medical Affairs businesses.We are seeking a Software Support Engineer-Patient Solutions who will act as an escalation point to resolve complex software/applications issues arising in Ashfield and or client approved systems. Creates and maintains troubleshooting documentation for the Call Center applications. The support will also include communicating directly with patients and using the client approved safety-reporting portals.This is your opportunity to join Ashfield, represent a top biotechnology company.What's in it for you?* Competitive compensation* Excellent Benefits - accrued time off, medical, dental, vision, 401k, disability & life insurance, employee discounts/promotions* Generous performance-driven Incentive Compensation package* Competitive environment with company wide recognition, contests and coveted awardsWhat will you be doing?* Triage and resolution of complex technical software issues that may require significant research and troubleshooting and or in line with client defined process* Acts as a secondary/additional escalation point for software issues.* Acts independently to resolve complex issues via leveraging external resources (vendors, knowledge bases, etc---)* Creation and/or review of internal incident reports documenting ongoing issues/outages in the environment.* Documents/logs all work in detail within the ticketing system or other appropriate system* Identifies issues that need to be moved to another functional area and insures proper handoff* Identify, prioritize, and escalate situations requiring urgent attention to the correct point of contact* Track and route problems and requests and provided detailed documentation of resolution* Provides mentorship to other members of the team including developing skills and recognizing areas for improvement.* Provide technical support for client applications directly to the patient population.* Complete safety training and probing questions per client requirements.* Communicates and troubleshoots directly with patients.* Reports Adverse Effects / Products Complaints / Other Safety using the clients approved reporting portal.What do you need for this position?* High School graduate, technical degree preferred or equivalent work related experience* 5+ years of experience in software/application support* Windows XP/7/10* Microsoft Office Suite - all current versions* Active Directory* Experience in at least one programming language* Excellent oral and written communication skills* Customer service orientation* Problem-solving* Adaptability* Attention to detail* Ability to effectively mentor other staff* Prefer direct patient interaction but not requiredAbout AshfieldAshfield, part of UDG Healthcare plc, is a global leader in commercialization services for the healthcare industry. We partner with our clients across Advisory, Healthcare Communications, Commercial, Patient Solutions and Medical Affairs to build creative, scalable and tailored health solutions that are executed flawlessly, to deliver positive outcomes for patients and add value to your business.Our mission is to partner with our clients, improving lives by helping healthcare professionals and patients get the medicines, knowledge and support they need. To learn more about Ashfield, visit us at: http://www.ashfieldhealthcare.com/en/about-en/ Ashfield is proud to be an equal opportunity employer. Individuals seeking employment at Ashfield are considered without regards to age, ancestry, color, gender, gender identity or expression, genetic information, marital status, medical condition (including pregnancy, childbirth, or related medical conditions), mental or physical disability, national origin, protected family care or medical leave status, race, religion (including beliefs and practices or the absence thereof), sexual orientation, military or veteran status, or any other characteristic protected by federal, state, or local laws. Further, pursuant to applicable local ordinances, Ashfield will consider for employment qualified applicants with arrest and conviction records.Ashfield is an equal opportunity employer M/F/V/D. We appreciate your interest in our company, however; only qualified candidates will be considered.SDL2017

Keywords: Ashfield Healthcare LLC, Atlanta , Software Support Engineer, IT / Software / Systems , Atlanta, Georgia