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