Product Support Specialist (Application Support) at Pharmaceutical Research Associates, Inc.

Posted in Information Technology 5 days ago.

Location: Raleigh, North Carolina

Job Description:

Pharmaceutical Research Associates, Inc.

Product Support Specialist (Application Support)


Job ID: 2021-80419
Type: US-Southwest
# of Openings: 1
Category: Information Technology

PRA Health Sciences


ICON plc is a world-leading healthcare intelligence and clinical research organisation. From molecule to medicine, we advance clinical research providing outsourced services to pharmaceutical, biotechnology, medical device and government and public health organisations.

With our patients at the centre of all that we do, we help to accelerate the development of drugs and devices that save lives and improve quality of life.

Our people are our greatest strength, are at the core of our culture, and the driving force behind our success. ICON people have a mission to succeed and a passion that ensures what we do, we do well.


What will you be doing?

  • Application support for end-users of our Mobile Health Platform.

  • Collaborate with our product team to onboard new customers.

  • Communicate with the product team to solve technical questions from customers.

  • Communicate with internal teams and the client to discuss paths to customer success and platform enhancement

  • Cultivate a good relationship with customers and increase their knowledge of the Mobile Health Platform and usability.

  • Configure the platform on an ongoing basis for each customer.

  • Utilize your project management skills to manage platform bug fixes and platform enhancements

  • Participate in on-call support as needed.


What do you need to have?

  • Bachelors Degree or international equivalent.

  • 1+ years of relevant experience.

  • Strong knowledge of software development life cycle and software development methodologies.

  • Demonstrated knowledge and application of business analysis principles.

  • Strong communication (written and verbal) skills.

  • Effective time management skills.

  • Strong business analysis skills used to document user requirements.

  • Ability to determined unstated end user needs by analyzing user requirements.

  • Ability to quickly learn new applications, processes and procedures of varying complexity.

  • Ability to prioritize and manage projects/tasks simultaneous.

  • Documents and develops processes to enhance internal and external knowledge base

  • Serves as a liaison between Project team and Software Engineers, Quality Engineers, Architects, and third-party vendors.

  • Actively participate in meetings, including all agile meetings, and make valuable contribution

  • Provides input into the development of training, and documentation of information systems to peers and end users.

  • To qualify, applicants must be legally authorized to work in the United States, and should not require, now or in the future, sponsorship for employment visa status.

Preferred Qualifications..

  • 1+ years of relevant experience

  • A genuine interest and passion in helping customers.

  • Ability to handle difficult customer situations professionally.

  • Great verbal and written communication skills.

  • Detail oriented, self-disciplined, providing prompt follow-up to customer inquiries.

  • Adaptable and coachable.

  • General Usage Inquiries (e.g. how to use application features, customize account preferences).

  • Ability to keep the concerns of multiple clients (internal and external) balanced, progressing, informed and delivered on time

  • High attention to detail.

  • Software service, software development knowledge or prior project manager, business analyst or support representative in this field.

  • Ability to communicate with internal and external clients in meetings, on phone calls, etc.

  • Present updates and represent the company in weekly updates.

  • Ability to learn and demonstrate software.

  • Ability to assess, triage, and troubleshoot a high volume of inbound inquiries, issues and occasional software enhancement/change orders.

  • Previous technical support experience in healthcare technology or software a plus.

  • Familiarity with Service Desk/Jira, or another support ticketing system like Zendesk.

  • Ability to quickly learn new applications, processes and procedures of varying complexity

  • Ability to prioritize and manage projects/tasks simultaneous

  • Ability to learn quickly and think creatively

  • To qualify, applicants must be legally authorized to work in the United States, and should not require, now or in the future, sponsorship for employement visa status.

Benefits of Working in ICON:

Our success depends on the knowledge, capabilities and quality of our people. That’s why we are committed to developing our employees in a continuous learning culture – one where we challenge you with engaging work and where every experience adds to your professional development.

At ICON, our focus is to provide you with a comprehensive and competitive total reward package that comprises, not only an excellent level of base pay, but also a wide range of variable pay and recognition programs. In addition, our best in class employee benefits, supportive policies and wellbeing initiatives are tailored to support you and your family at all stages of your career - both now, and into the future.

ICON, including subsidiaries, is an equal opportunity and inclusive employer and is committed to providing a workplace free of discrimination and harassment. All qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please let us know.