Technical Support Analyst (f/m/d)

The Technical Solutions Analyst provides first-level customer service in support of clinical trials deployed at hundreds of clinical sites worldwide and designs, reviews, analyses, and supports CLARIO's production data communications system.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Performs investigations to identify root cause of any telecom interruptions to CLARIO.
• Provide Mobile Device Management Support and configuration.
• Makes suggestions to engineering, marketing, CLARIO Project Teams and Sales, and users regarding mobile data communications, software, and hardware solutions.
• Offers telecom support, training and troubleshooting leadership to the CLARIO Customer Care in particular, and CLARIO overall as well.
• Works to ensure uninterrupted mobile telecom access to the data devices provided by CLARIO to its customers, as well as user-owned devices.
• Research and recommend vendors and various services.
• Coordinates upgrade schedules with internal or external stakeholders and program owners.

Technical Support

• Perform advanced support related tasks and special projects as assigned by management.
• Learn and provide current technical information, standard procedures, and best practices for deploying CLARIO products and services.
• Escalate issues to Clario vendors as needed.
• Maintain information database and generate reports from various systems.
• Work with clinical sites to ensure accessibility to our technology.
• Continually update FAQ documents.
• Site re-training as requested.

The duties and responsibilities listed in this job description represent the major responsibilities of the position.  Other duties and responsibilities may be assigned, as required.  CLARIO reserves the right to amend or change this job description to meet the needs of ERT.  This job description and any attachments do not constitute or represent a contract.

QUALIFICATIONS AND SKILLS NEEDED:

(Key wording should include if degree is needed, any travel requirements, special qualifications needed, skills, etc.)

Education:

• Bachelor’s degree in business administration or MIS, or related degrees or Job experience.

Experience:

• Familiarity with Wireless, Wired, Wi-Fi, GSM, LTE (2G, 3G, 4G), GPRS and other telecommunication standards, protocols, and practices.
•  Ability to manage multiple tasks simultaneously.
•  Healthcare, medical, or clinical experience preferred.
•  Strong interest in the application of new technology to the clinical trials process.
• 1-3 years of experience in the field of mobile telecommunications.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

The Department Head has the discretion to hire personnel with a combination of experience and education, which may vary from the above listed qualifications.

The duties and responsibilities listed in this job description represent the major responsibilities of the position.  Other duties and responsibilities may be assigned, as required.  Clario reserves the right to amend or change this job description to meet the needs of Clario.  This job description and any attachments do not constitute or represent a contract.