Help Desk Specialist
Established in 1996 and rebranded to Scout in 2024, we built our foundation on planning meetings for numerous organizations within the life sciences sector (Scout Meetings). In response to emerging industry needs, we expanded our services to include Scout Clinical, one of the top providers of clinical trial patient travel and reimbursements, and Scout Academy, our secure, online, on-demand learning management system that ensures global compliance.
Scout is recognized as a leader in our field for innovation in service, attention to detail, our stellar team members, and making the complex easier. If this interests you, we’d love to have you join our rapidly growing team!
Position Summary:We are looking to hire a talented, eager, and skilled Help Desk Specialist to join our US team in a remote position. The Help Desk Specialist will provide support to our employees for using our web portal. The Specialist will be responsible for answering employee questions, troubleshooting issues, and providing guidance on using the portal and its features.
Responsibilities of this position include, but are not limited to:
- Provide support to users, including answering questions and troubleshooting issues related to using the web portal.
- Stay up to date on the features and functionality of the web portal and provide guidance to users on how to use them.
- Communicate with users in a clear, friendly, and professional manner, and provide timely and accurate responses to their inquiries.
- Monitor user feedback and use it to improve the web portal and support processes.
- Work closely with other members of the team to ensure that user inquiries are handled efficiently and effectively.
- Maintain accurate and detailed records of user interactions and support issues.
- Complete all required initial and ongoing training within a reasonable or provided timeframe.
- Bachelor’s degree or equivalent experience
- Experience with our web portal or similar systems is a plus.
- At least 2 years of experience in a customer support and help desk role.
- Strong knowledge of web-based tools and technology.
- Must be able to troubleshoot aspects of computer components
- Exposure to JIRA or similar workflow management system
- Excellent written and verbal communication skills.
- Innovative problem solver, using critical thinking to address challenges proactively
- Ability to work independently and as part of a team.
- Must be able to sit at a desk and work on a computer for prolonged periods of time.
- Must be able to talk, hear, see, type, bend, stoop and lift up to 15 pounds.
Scout offers a competitive compensation and benefits package that includes contributions to your HSA and 401k. Visit our website at www.scoutclinical.com or follow us on LinkedIn for other employment opportunities.
WE ARE AN EQUAL OPPORTUNITY EMPLOYER