Support Analyst Full Time NEW

Location: Pune-Hybrid working–Twice a week in the office

Status: Permanent, Full Time

Package: Competitive Salary (fixed), 5 Day Working Week, Flexible Working (with one-off allowance), Development & Opportunity (Personal & Technical), Group Medical Policy, Group OPD Cover, Personal Accident Cover, Term Life Cover, 26 Days Leave + 9 Public Holidays + Buy & Sell Scheme, Referral Scheme.

Who’s Instem? Well, we’re a global provider of bespoke industry leading software solutions and services, which enables our clients to ‘bring life enhancing products to market faster’. We boast over 700 pharmaceutical clients (including all the top 20!), ranging from small to enterprise-sized organizations.

Over 50% of the global drug discovery process runs through our software at some point. Therefore, each Instem employee has a significant impact in helping to save/prolong people’s lives all over the world. We want you to join our mission!

What’s the culture/environment like? Although we’re a fast-growing organisation, we do have an incredibly supportive, communal, family-feel environment. We promote solution-based thinking, with full flexibility (minimal micromanagement) and empowerment – we want you to be accountable for your success! We’ll invest in you as a person and encourage you to take part in companywide sessions for wellbeing, mental health, critical conversations, and strengths.

Why are we hiring a Support Analyst? We’re on the hunt for a Support Analyst as part of our company’s growth.

The Support Analyst will be responsible for providing technical assistance and support to end-users, resolving software and hardware issues, and ensuring the smooth operation of deployed SaaS application systems.

What to expect?

• Provide first-level application and technical support to end-users via all communication channels.
• Adherence to Response, Resolution and Continual contact SLA’s, ensuring timely resolution and follow-up.
• Ensure clear and timely communication with clients by providing regular updates on ticket progress, outlining next steps, and confirming resolutions.
• Accurately document the investigation and resolution of support incidents, providing clear steps to serve as a strong training foundation for future similar cases.
• Collaborate with other team members or cross functional groups to resolve more complex application/technical issues.
• Experience using AI enabled tools to improve support operations, such as ticket triage, knowledge management, response quality, or efficiency. Familiarity with applying AI to enhance customer and internal support outcomes is expected
• Adherence to the Company’s Quality Management System to ensure that all work is handled Securely, Professionally and Diligently.

Skills You’ll Need

• 2-3 years of experience in support role.
• Knowledge in database.
• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• Proven experience in a technical support or help desk role.
• Strong knowledge of Windows and Mac operating systems, as well as common software applications.
• Familiarity with network protocols, hardware components, and troubleshooting techniques.
• Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are a plus.
• Knowledge of our Quality Management System and its application to tasks associated with this role

We hire exceptional, enthusiastic people, and everyone is empowered to think solo, take the initiative and be innovative. We invite you to explore a world of opportunities with us, and to have influence in helping us achieve our goals, by being you!

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Instem stores and processes data using an Applicant Tracking System (ATS). Click below for more information regarding our privacy policy. https://www.instem.com/privacy/