About Instem

Instem is a dynamic and fast-growing global organization that provides industry-leading software solutions and services. We empower our clients, predominantly in the pharmaceutical sector, to bring life-changing products to market more rapidly. Our supportive, communal, and family-feel environment fosters solution-based thinking, flexibility, and empowerment, with minimal micromanagement. We invest in our employees' personal and technical development, encouraging participation in wellbeing and mental health initiatives.

The Opportunity

We are seeking a talented Support Analyst to join our growing team. In this role, you will be instrumental in providing technical assistance and support to our end-users, ensuring the seamless operation of our deployed SaaS application systems. This is a permanent, full-time position offering a competitive salary and a comprehensive benefits package.

Key Responsibilities

• Deliver first-level application and technical support to end-users across various communication channels.
• Adhere strictly to Response, Resolution, and Continual Contact Service Level Agreements (SLAs) to ensure timely issue resolution and follow-up.
• Maintain clear and proactive communication with clients, providing regular updates on ticket progress, outlining next steps, and confirming resolutions.
• Accurately document the investigation and resolution of support incidents, creating valuable resources for future case handling and training.
• Collaborate effectively with team members and cross-functional groups to address and resolve complex application or technical issues.
• Ensure all work is performed in accordance with the Company's Quality Management System, maintaining security, professionalism, and diligence.

Skills and Qualifications

• 2-3 years of experience in a dedicated support role.
• Solid understanding of database concepts and operations.
• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Demonstrated experience in a technical support or help desk environment.
• Proficiency with Windows and Mac operating systems, and common software applications.
• Familiarity with network protocols, hardware components, and troubleshooting methodologies.
• Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are considered a strong asset.
• Knowledge of Quality Management Systems and their practical application in a support role is advantageous.

Why Join Instem?

We pride ourselves on hiring exceptional, enthusiastic individuals who are empowered to take initiative and be innovative. Join us to explore a world of opportunities and significantly influence our success.