Technical Support Analyst 4pm-12am - docuvera

At Docuvera, you’ll have the opportunity to contribute to work that matters, collaborate with talented people globally, and help shape the future of digital content in life sciences.

We’re building technology that supports the highly regulated pharmaceutical/life sciences industry, where quality, trust, and compliance genuinely matter. Join us at a stage where there’s still plenty of opportunity to shape how things work, contribute ideas, and help mature processes in practical, visible ways.

The part you'll play and why it matters

As a Technical Support Analyst taking on our 4pm-12am shift, you'll be at the forefront of ensuring our customers receive exceptional technical support for our products and services. You'll play a crucial role in resolving customer issues promptly, adhering to industry standards such as ITIL and ISO 20000, and contributing to our continuous improvement initiatives.

You’ll help ensure customers can use Docuvera’s products confidently and effectively by resolving technical issues quickly, minimising disruption, and providing a consistently high standard of support. Through identifying recurring issues, sharing insights, and improving support processes, you’ll also contribute to stronger product quality, customer trust, and continuous improvement across Docuvera.

What you'll focus on

• First Point of Contact: Serve as the initial point of contact for customers, addressing queries, technical issues, and complaints related to Docuvera with professionalism and efficiency.
• Service Desk Management: Manage incoming service desk requests via our CRM software, ensuring accurate ticket logging, prioritization, and resolution within defined SLAs.
• Independent Problem Solving: Independently investigate and resolve technical issues reported through various channels, demonstrating ownership, prioritization, and proactive problem-solving skills.
• Escalation Management: Escalate complex issues to senior staff when necessary, providing detailed documentation of investigations, actions taken, and diagnostic insights.
• SLA Compliance: Ensure the timely and professional delivery of technical services, meeting established SLAs and adhering to Docuvera guidelines and standards.
• Knowledge Management: Contribute to building and maintaining an internal knowledge base, documenting systems, services, FAQs, known issues, and best practices to enhance team efficiency and effectiveness.
• Support Collaboration: Collaborate with cross-functional teams to assist in pre-sales and post-sales technical support activities as directed by the Service Delivery Manager.

What you'll bring to the role

You’ll bring a mix of these key skills, experience and knowledge

• At least 2 years of experience providing remote technical support to enterprise clients.