American Company is Seeking Support Analyst

Qualifications:
• BS in a Computer Science, Physical Sciences or equivalent relevant experience
• Experience in providing application support for complex software products
• Experience with SQL scripting.
• Experience following Standard Operating Procedures.
• Health Care or Life Science industry experience a big plus.
• Experience with programming languages is a plus
• Experience with ITIL a plus.
• Exposure to SQL Server, Oracle or other RDBMS.
• Exposure to Windows, UNIX or Linux Operating Systems.
• Strong written and verbal communication skills.
• Highly self-motivated, able to multi-task in a fast paced environment.
• Able to influence and build rapport with colleagues and customers.
• Effective team work skills. Able to work independently as well as part of a cross functional team,
• Sound analytical, organizational and planning skills.
• Customer focused, with a pro-active and responsive approach.
• Some experience with programming languages is a plus
•Able to understand and define customer needs.
• Excellent telephone and e-mail etiquette is essential.
• Special considerations: Ability to speak on the phone for extended periods of time.
• Perform other duties as required.

Summary of Position:
The Support Analyst provides software technical telephone support to customers, troubleshooting incidents and providing resolutions or workarounds on function and usage of the Phase Forward IRT application. Serves as primary support liaison between company and customers.

Responsibilities:
The successful candidate is able to work on moderately complex problems, and can handle a high volume workload in a fast-paced environment. The Support Analyst will follow Phase Forward procedures to ensure contractual support obligations are being met. The Support Analyst will handle high profile calls making sure that the issues are escalated accordingly. The responsibilities of this individual include, but are not limited to, the following:
• Handles customer inquiries and provides information on product application or product compatibility.
• Responsible for researching the technical nature of the problem or situation being reported by the customer.
• Addressing customer reported issues according to the Service Level Agreement (SLA).
• Troubleshoots product problems for the Phase Forward IRT product.
• Informs and coordinates with the Engineering team on significant problems of a technical and/or design nature that become apparent in dealing with customers.
• Working with other Phase Forward team members to ensure optimized and timely solutions in compliance with clinical and regulatory requirements.
• Preparing relevant technical bulletins and contributing solutions to the corporate knowledgebase.
• Developing and maintaining Customer Support Standard Operating Procedures (SOP's) and quality system documentation.
• In some cases, an alternate work schedule may be required

Phase Forward, Clarix Products Group a prominent USA company, is seeking Client Support Specialist for our Bucharest office. Apply now to be considered for employment during our current recruiting cycle, or throughout the year. The Bucharest office is located in the center of Bucharest. We have positions at all levels of expertise, with commensurate pay and benefits.

Clarix Products is engaged in the business of supporting pharmaceutical companies to run multinational clinical trials. Using our technology, clients can access their applications via both the telephone and the web. Our systems provide an advanced collaboration platform where the participants in the clinical trial - patients, doctors, sponsors etc. - perform functions according to their roles and permissions. We are an innovation leader in our industry, and continue to focus aggressively on maintaining our leadership, by investing in both technology and people. Our goal is to build a great company while having fun doing so.