About Polaris:
Polaris Solutions, LLC provides consulting services for the life science industry with clients including many of the largest global pharmaceutical companies, as well as other pharmaceutical, medical device, and biotech firms. Polaris is a small yet rapidly growing company with an entrepreneurial culture and members with experience from top consulting firms (e.g. Accenture, Boston Consulting Group, Deloitte) and pharmaceutical firms (e.g. Pfizer, Merck).
Polaris Solutions offers a series of specialty web-based applications, which are configured and customized based on the requirements of our clients. Polaris hosts the applications in a Software-as-a-Service (SaaS) model, and their clients sign hosting, support, and software licensing agreements on an average term of 36 months.
These solutions offer industry and client specific forms and workflows related to data collection, request approval, and audit capabilities for the pharmaceutical industry. The systems, on average, host around 500 unique external users and service up to 10,000 requests per year.
Overview:
Polaris currently is seeking a Technical Representative (TSR) for our Support Organization, which provides run-time client management, helpdesk services, and ongoing relationship maintenance for our deployed, Software as a Service (SaaS), applications.
Responsibilities:
1. Provide production support for a .NET application environment
2. Ability to profile, analyze, and identify issues in a .NET application
3. Creative thinker who can investigate multiple paths in the hunt for root cause of an urgent issue
4. Lead support of business critical issues, clear the path to resolution, and own the steps for prevention
5. Assume accountability for technical direction of the environments supported
6. Demonstrated ability to communicate clearly with technical and non-technical colleagues
7. Document each customer incident in support tracking system in a clear, concise, and understandable format
8. Create bug reports and interact with Engineering team on product defects
9. Improves documentation and other customer resources by recommending changes in documentation
10. Improves product performance by identifying persistent problems; recommending changes; forwarding information to product development staff
11. Add to and maintain internal and external knowledgebase
Required Skills Experience:
1. Extreme customer focus
2. Strong knowledge of SQL
3. Technical skills in software troubleshooting
4. Excellent communication, presentation, organization and time-management skills
5. Incident or escalation management experience in an enterprise environment is a plus
6. Able to work independently and efficiently to meet deadlines
7. Self-motivated, detail-oriented and organized
8. Proficient in Internet related applications such as Web Browsers, FTP clients, etc.
9. Ability to read, analyze, and interpret technical procedures and follow processes
10. Ability to write reports, business correspondence, and procedure manuals
11. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
12. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and internal supervisors
13. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
ReqMinimum Job Requirements:
1. Education: Minimum B.S degree in Computer Science or equivalent.
2. Experience: 2- 3 years experience as a Technical Support Engineer
Physical and Location Requirements:
Ability to work in the office on a regular basis (core Polaris office hours are 9 am to 6 pm, Monday through Friday in the NYC office)
Upon offer, candidate must be able to successfully pass a drug and background test.
Ability to travel to client and vendor sites as needed
To Apply:
https://home.eease.adp.com/recruit/?id=1051951
- Compensation: 55-65K+ DOE, plus bonus and benefits
- Principals only. Recruiters, please don't contact this job poster.
- Please, no phone calls about this job!
- Please do not contact job poster about other services, products or commercial interests.
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