- This role can be based in any location of the above-mentioned employment location. You must be an official resident in the employment country to be considered for this role.
Tenthpin Solutions are looking for a pro-active and highly skilled L1 Support Consultant to join our rapidly growng organisation.
The Opportunity:
- Provide first-line technical assistance, record incoming tickets, and perform initial incident analysis while resolving basic support topics.
- Handle incoming support requests promptly and professionally, within the agreed response time (according to SLAs), following defined processes.
- Troubleshoot customer incidents through considering known handling issues or workarounds (e.g. checking FAQs or knowledge database).
- Process incoming service requests as defined in the ITSM service catalog and in compliance with response time SLAs.
- Synchronize the incident status between the external customer ITSM and the internal Software Development Lifecycle in Azure DevOps.
- Handle data related issues and be able to detect if the incident is a client-side issue, a change request or requires coding.
- Escalate incidents that cannot be solved on level 1 to next in line contact, according to the aligned support workflows.
- Set up and coordinate debugging sessions with customers and relevant Tenthpin support levels.
- Collaborate closely with the product team and support internal product testing as well as the creation of training materials.
- Maintain and enhance existing FAQs, knowledge Wikis, and known issue databases.
- Serve as single point of communication for all customer related service desk inquiries.
You experience:
- Proven experience as first level support agent and in ITSM handling, with focus on SAP solutions, especially based on the SAP Business Technology Platform (SAP BTP).
- Strong customer service orientation with the ability to remain calm and professional under pressure.
- Willingness to continuously develop, becoming increasingly proficient in product support and recognizing relevant information to be synchronized between the customer and the technical support team.
- Familiarity with PM tools, i.e. PPT, Excel, and workflow tools, i.e. Azure DevOps and JIRA as well as with BizDevOps principles.
- Attention to detail and accuracy in documenting support activities and resolutions.
- Excellent communication skills, both verbal and written, with the ability to explain technical concepts clearly to non-technical users.
- You are proactive, value collaboration, and are proficient in problem-solving with the ability to diagnose and troubleshoot incidents methodically.
- Experience working in the life sciences industry (pharmaceuticals, biotech, medical devices, CRO) is a plus.
- Fluent in English, any additional language is a plus.
Why Tenthpin Solutions
Tenthpin is a leading global consulting and technology boutique for the Life Sciences industry, operating in 8 countries (Switzerland, Germany, US, UK, Portugal, Poland, Japan and India) with +400 Consultants and constantly growing.
One of our recent announcements was the creation our own product company, Tenthpin Solutions, addressing the business challenges of the Life Sciences industry with innovative software solutions.
Our consultants are passionate and proud contributors to the growth of an exceptional organization, operating globally with the biggest and most exciting brands in the sector to deliver real value.
We offer a competitive salary, benefits package, and a collaborative work environment that encourages professional growth and development.
Tenthpin is an equal opportunities employer.
We look forward to hearing from you.
