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Application Support Specialist

For more than a decade, Asembia** has been working with specialty pharmacies, manufacturers, prescribers, payers and other industry stakeholders to develop solutions for the high-touch specialty pharmaceutical service model.

Through collaborative programs, contracting initiatives, patient support hub services and innovative technology platforms, Asembia is committed to positively impacting the patient journey.

Asembia** focuses on the specialty pharmacy segment and offers comprehensive hub services, pharmacy network management, group purchasing (GPO) services, innovative technology platforms and more.

As a leading industry voice and advocate, Asembia is committed to bringing strategic channel management solutions, leading-edge products and high-touch services to the specialty pharmacy industry that help our customers optimize patient care and outcomes.

Primary Function:
Understand the business model and requirements to provide technical assistance in building, testing and debugging applications. Identify and perform root-cause analysis on issues.

Job Scope and Major Responsibilities:
Provide technical assistance and support for incoming queries and issues related to Asembia software solutions.

Use SQL Server Management Studio to execute SQL queries for data analysis and issue investigation.

Interface with Product Management and Application Engineers for issue escalation, resolution and documentation.

Assist Quality Assurance and development teams in replication and debugging of application issues.

Build knowledge base of issues, workarounds and solutions.

Respond to queries either in-person or over the phone.

Respond to email messages and helpdesk tickets for customers seeking help.

Ask questions to determine nature of the problem.

Walk customers through problem-solving process.

Track, route and escalate urgent requests.

Organize helpdesk tickets by category and keep them updated.

Run diagnostic tools to resolve problems.

Follow up with customers to ensure issue has been resolved.

Run reports to determine malfunctions that continue to occur.

Collect metrics for key systems based on usage, outages and performance.

Minimum Qualifications:
2-4 years of experience working with service desk best practices.

2+ years of experience with SQL Server.

Bachelor’s Degree from a 4-year college in an IT related field.

Working knowledge of Web Applications.

Exceptional written and oral communication skills.

Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.

Strong documentation skills.

Pharma experience preferred.

Asembia is committed to Equal Employment Opportunity (EEO) and to compliance with all Federal, State and local laws that prohibit employment discrimination on the basis of race, color, age, natural origin, ethnicity, religion, gender, pregnancy, marital status, sexual orientation, gender identity and expression, citizenship, genetic disposition, disability or veteran’s status or any other classification protected by State/Federal laws.

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