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Field Support Analyst in Somerset, NJ at Vaco

Date Posted: 4/13/2018

Job Snapshot

Job Description

Field Support Analyst

These roles support all of the remote sales force across the company.

Must be a person who has come from supporting people over the phone
Helpdesk / service desk support
Most of the environment is iOS, iPad, iPhones etc with some windows and laptop support
Pharma support experience is great but not essential
40 hour work week 8 - 430pm Mon - Fri


* 3 - 5 years' experience working with end users in a technical support role
* Windows or IOS application support experience including navigation, installation and troubleshooting
* Knowledge of Microsoft Outlook and Microsoft Office Suite 2010, 2016
* Experience handling approximately 35 calls per day in a call center environment
* Ability to assist users over the phone and comfortable with remote support tools
* Experience configuring and supporting local printers, supporting remote users with connectivity and VPN issues and using ITSM or call tracking system
* Familiarity with the Federal Regulatory Guidelines for the Pharmaceutical industry
* Bachelor's Degree or technical courses preferred
* Concur Travel and Expense Support experience preferred
* Prior Pharmaceutical Sales/SFA support experience preferred
* Familiarity with Veeva/ platform preferred


This internal contract opportunity is with our Field Support Service Desk team. In this role, you will provide a wide variety of quality technical support to thousands of Pharmaceutical Sales Representatives, Medical Professionals and their Managers. You will have the opportunity to:

* Resolve incoming requests for assistance from clients via telephone and email utilizing excellent customer service and communication skills
* Log incidents verifying and detailing all client information, nature of issue and the troubleshooting steps taken while resolving tickets within service level agreements
* Escalate tickets when necessary and work with second level support, management, or third parties acting as incident manager driving toward resolution
* Troubleshoot and resolve iPad, IOS and application issues in a Mobile Device Management environment
* Troubleshoot and resolve iPad and laptop connectivity and VPN issues relating to home and public networks
* Resolve Windows laptop and tablet issues performing break-fix repair when necessary
* Provide CRM (Veeva) application and web support including navigational, usage and how to assistance, synchronization failure and error message resolution
* Provide sample management support in accordance with corporate business rules and federal regulatory guidelines
* Provide all-in-one local printer support including wireless connectivity
* Troubleshoot MS Outlook email issues on a variety of platforms including iPad, laptop and smart phone
* Assist clients with travel and expense (Concur) application navigation and error resolution as well as business rules and guidelines