Get new similar jobs by email for

Service Desk Support Specialis...

By continuing you agree to Monster's Privacy policy, Terms of use and use of cookies.

Job Summary

Extedo, Inc
Berwyn, PA 19312
Computer Software
Job Type
Full Time
Years of Experience
1+ to 2 Years
Education Level
Associate Degree
Career Level
Experienced (Non-Manager)

Service Desk Support Specialist

About the Job

         Service Desk Support Specialist

Job Description

Service Desk Support Specialist for a fast growing global software company. Acting as the central point of contact for customers' questions, this individual will log, track and solve requests from EXTEDO customers. This role will keep customers updated with regards to the status and progress of their requests.

 Job responsibilities

§  Receive and respond to all incoming service requests from customers (1st Level Support) via phone, email or support portal

§  Analyze issues and take appropriate resolution action

§  Enter all customer support requests into EXTEDO Support Software (CRM)

§  Inform customers as to the status and progress of logged support requests

§  Track all customer support requests ensuring that all requests are being addressed

§  Work closely with the Corporate Development team to implement and test/validate changes to the application software as needed to resolve problems

§  Generate, deliver and manage product licenses

§  Update the CRM with regards to customers' current configuration

§  Prepare status reports for management, customer support and professional services

§  Maintain updated documentation related to customers' current configurations, licensing and versions of software

§  Maintain an internal solution knowledge base

§  Partner with Professional Services and Sales to enhance customer relationships    


Desired Skills & Experience

§  Minimum of 2 years previous work experience in a technology support environment

§  Experience with database products integration and operations (MS SQL Server, Oracle)

§  Good general knowledge of IT and virtualization technologies, including configurations

§  Exceptional customer service and interpersonal skills

§  Ability to work autonomously as well as part of a team

§  Fluent in the English language with excellent written and verbal skill sets

§  Bachelors Degree preferred

§  Ability to understand customers' problems in regulated environments

§  Effective communication with customers as to status of requests

§  Ability to log, diagnose, track and resolve customers' issues

§  Energetic, enthusiastic personality that is comfortable interacting with internal and external parties

§  Eagerness to learn new technologies and become familiar with regulatory processes in the Pharma industry

§  Willingness to be involved in various aspects of the company on an ad-hoc basis

§  Ability to travel domestically and internationally on an occasional basis

§  Flexibility in working hours

Company Information 

EXTEDO is the key software and service solutions provider in the field of eRegulatory Affairs and Regulatory Information Management (RIM). We offer configurable off-the-shelf products, as well as customized and integrated solutions. EXTEDO's enabling technology, the EXTEDOsuite, is unique in all that it covers within Regulatory Affairs including: eCTD submission management, pharmacovigilance or drug safety management and product registration planning & tracking. EXTEDO serves over 700 Life Sciences customers, both large and small, in 60 countries, including the EMA and over 25 regulatory authorities worldwide. The areas of Life Sciences in which Extedo operates are: pharmaceuticals, biotech and biopharma, generics, medical devices, healthcare and the public sector.  


8 reasons why you should become part of EXTEDO:

§  Interesting and challenging position with great scope and opportunities

§  Competitive salary

§  Excellent personal and professional development opportunities

§  Great working environment within a friendly and innovative team of subject matter experts

§  Flat organizational hierarchy

§  Use of state-of-the-art technologies

§  Secure job in a growing company

§  Work in an industry that helps save lives!



                                         Apply Below 


Job Tools

  • Follow Company
    Your information may be shared with the company.
  • Following Company
  • Print
  • Share
  • Report this job