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International Technical Support Specialist - Overnight

Koneksa is a leading patient-centric digital biomarker company for the pharmaceutical and biotechnology industries that develops end-to-end solutions for remotely collected clinical data. Koneksa supports agile decision-making in drug development and market strategy. By delivering integrated solutions for efficient trial designs that produce more meaningful data, Koneksa aims to revolutionize effect detection in clinical research. 

Koneksa launched in 2015 following incubation support and initial investment from the Merck Global Health Innovation Fund. The Koneksa Compare Software-as-a-Service (SaaS) platform is a single instance, multi-tenant environment deployed at more than 400 clinical research sites globally and our primary source of revenue. Customers include more than a dozen pharmaceutical companies who subscribe to the platform and related scientific/technical services to enable clinical trials of new medicines that are assessed using our digital biomarkers. The company has a capital efficient history, with early funding from Waterline Ventures and in July 2020 completed a Series B led by Spring Mountain Capital that included McKesson Ventures, Novartis Pharma AG,  MBX Capital and participation from all existing investors. Koneksa has consistently achieved significant year-over-year revenue growth and is well funded to achieve profitability through organic growth.

The Role

Are you a night owl? Are you interested in playing a critical role to support our global studies? As Koneksa’s presence in global studies continues to grow, so does the need for international technical support for our clinical research sites and research coordinators. We are actively seeking to hire an International Technical Support Specialist, Overnight. This individual will work alongside our talented Technology Support team members and play a critical role in ensuring success for our customers around the world. The ideal candidate will have 3+ years of relevant experience. A successful candidate will provide excellent customer support by fielding Help Desk requests, specifically from our International Clients, and configuring mobile devices used in clinical trials.  This job requires problems to be analyzed critically and creatively, and provide innovative solutions, while maintaining a focus on the tasks of the job at a steady and consistent pace. 

This role reports to the Director of Technology Support, and is required to perform activities during overnight hours. This position is onsite as needed in our office in New York City. 

Responsibilities

  • Provide white-glove Level 1 Technical Support to our clinical research sites and research coordinators, specifically for our international studies
  • Field calls and emails utilizing our customer support line and incident management tool
  • Assist the Customer Operations team in configuring and packaging both mobile and digital health devices used in clinical trials
  • Test / use all devices and technologies (hardware and software)

Experience / Qualifications

  • Experience in external customer product technical support
  • Knowledge of incident management tools and ticketing systems
  • Detail oriented and organized
  • Friendly and patient demeanor (willing to help no matter the situation)
  • Strong presentation and communication skills
  • Strong work ethic
  • Strong attention to detail
  • Self-motivating, able to work autonomously in a professional manner and within a team.
  • Willing to learn and sharpen your technology support skills in a growing company 
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