1+ months

Support Analyst

WIRB-Copernicus Group (WCG)
Plymouth Meeting, PA 19462

General Information

Location: Plymouth Meeting, PA

Organization: ePharmaSolutions LLC

Job Type: Contract - Client Facing

Description and Requirements


The Support Analyst will be responsible for providing front-line Level 1 Help Desk support to both internal and external system users for the full spectrum of Company products. They will also be responsible for responding to, documenting and resolving help requests in a timely manner in accordance with established SLAs.


Associates Degree in technology or equivalent required.


  • Must demonstrate strong technical troubleshooting skills with multiple technology environments.
  • Must possess solid oral, written and listening communication skills.
  • Excellent customer service skills required.
  • Must be capable of working in a direct and matrix team environment as well as independently with limited supervision.
  • Must have essential knowledge of computer aptitude and troubleshooting.

ESSENTIAL DUTIES/RESPONSIBILITIES: To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required.

Primarily include (but not limited to):

  • Answer Help Desk phone lines and respond to support emails, live chat requests from external system users including clients and site personnel.
  • Log all Help Desk queries to Help Desk application; assign open queries and follow up on all open queries until resolved.
  • Assist with login issues; troubleshoot difficulties entering modules, workspaces, feasibility surveys and meetings.
  • Basic Internet browser troubleshooting
  • Interact with clients, study team and third-party personnel
  • Attendance and punctuality are essential functions of the position
  • User administration
  • Act as liaison between end user and higher levels of support


  • Create, review and modify documentation
  • Concisely document detected/suspected software bugs with steps to reproduce issue
  • Tablet Support
  • Assist with training new team members
  • Handle other duties as needed.
Posted: 2020-04-15 Expires: 2020-06-07

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Support Analyst

WIRB-Copernicus Group (WCG)
Plymouth Meeting, PA 19462

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