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Customer Support Analyst - Associate
Elsevier
Pittsburgh, PA, United States
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This is a position for Via Oncology, an Elsevier company. Via Oncology is a healthcare technology company founded in 2009. They have become the industry leader in providing decision support technology solutions for oncologists to support them in their care of cancer patients.
The primary role of this position is to provide first line support to evaluate and triage all inbound customer support desk requests for Technical, Implementation, Account Management, Content, Reporting, Interface, Operations IT, and Product support. Primary duties include responding to all customer inquiries in a timely manner, researching and providing guidance to customer requests, and triaging to appropriate teams if the request falls outside of normal support responsibilities (e.g. clinical content inquiries). This position requires a person who is detail oriented, mindful of deadlines, and persistent with follow up.
***This will be a full time role starting with hours from 1:00pm-9pm EST
Initial training will be regular office hours
Responsibilities:
Work to complete all tasks that are designed as first level support:
• Create new account access to the Via Pathways Application
• Retire users as needed
• Troubleshoot issues with existing customer accounts
• Build all new Sandbox accounts
• Reset patient visits as requested by users
• Narrow possibilities when a substantial amount of users identify the same issue
• Add new users to appropriate contact roles within the security database
• Provide training assistance with navigation inquiries
• Check monitoring systems to help detect Via Pathways outages
• Provide afterhours support desk coverage as requested
• Triage inquiries to appropriate team when they fall outside of normal support (e.g. clinical content)
• Adhere to all department SLAs in regards to ticket response times and ticket resolution times
• Bachelor's degree
• Ability to independently perform problem solving and analysis.
• Previous experience with Word, PowerPoint and Excel.
• Excellent critical thinking and communication skills.
• Strong organization skills and attention to detail.
Elsevier is a global information analytics business that helps institutions and professionals progress science, advance healthcare and improve performance for the benefit of humanity. We help researchers make new discoveries, collaborate with their colleagues, and give them the knowledge they need to find funding. We help governments and universities evaluate and improve their research strategies. We help doctors save lives, providing insight for physicians to find the right clinical answers, and we support nurses and other healthcare professionals throughout their careers.
Elsevier provides digital solutions and tools in the areas of strategic research management, R&D performance, clinical decision support, and professional education; including ScienceDirect, Scopus, SciVal, ClinicalKey and Sherpath. Elsevier publishes over 2,500 digitized journals, including The Lancet and Cell, more than 35,000 e-book titles and many iconic reference works, including Gray's Anatomy. Elsevier is part of RELX Group, a global provider of information and analytics for professionals and business customers across industries.
Elsevier employs over 7,000 people in more than 70 offices worldwide. We are an employer of choice, attracting and developing talented and creative people who thrive in a challenging and fast-paced environment. We offer an excellent compensation and benefits package as well as a real opportunity for career growth in a growing organization. Elsevier is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.