Support Analyst

Support Analyst

Location: Hybrid, Pune-two days in the office

Status: Permanent, Full time

Package: Competitive Salary (fixed), 5 Day Working Week, Flexible Working(with one-off allowance), Development & Opportunity (Personal & Technical), Group Medical Policy, Group OPD Cover, Personal Accident Cover, Term Life Cover, 26 Days Leave + 9 Public Holidays + Buy & Sell Scheme, Referral Scheme.

At Instem, you’ll empower pharmaceutical companies, CROs, government agencies, academic institutions, by providing cutting-edge SaaS solutions and consultancy services designed to help researchers make discoveries, and to accelerate and advance their research programs.

You’ll work with technology that supports over 50% of global drug discovery and is trusted by leading pharmaceutical, biotech and CRO organisations worldwide.

As a Support Analyst, you’ll be part of that mission, using your skills to support innovation across the global life sciences industry.

Our Culture & Work Environment.

You’ll be part of a friendly, solutions-focused environment within a global business of over 400 people. Here, you’ll experience a high-performance culture balanced with genuine flexibility - we trust you to take ownership, deliver meaningful results, and work in a way that suits you.

You’ll be encouraged to grow, share your ideas, and make a real impact. We’re passionate about creating a place where you can develop your skills, contribute confidently, and succeed in your career.

Why join us as a Support Analyst?

You’ll work as part of a dynamic, diverse team with colleagues across Asia, Europe, and North America.

What You’ll Be Doing

The Support Analyst will be responsible for providing technical assistance and support to end-users, resolving software and hardware issues, and ensuring the smooth operation of deployed SaaS application systems.

What We’re Looking For

You’ll bring curiosity, initiative, and a forward-thinking mindset. Here, you’ll have the opportunity to grow your career and make a meaningful contribution.

Provide first-level application and technical support to end-users via all communication channels.

Adherence to Response, Resolution and Continual contact SLA’s, ensuring timely resolution and follow-up.

Ensure clear and timely communication with clients by providing regular updates on ticket progress, outlining next steps, and confirming resolutions.

Accurately document the investigation and resolution of support incidents, providing clear steps to serve as a strong training foundation for future similar cases.

Collaborate with other team members or cross functional groups to resolve more complex application/technical issues.

Adherence to the Company’s Quality Management System to ensure that all work is handled Securely, Professionally and Diligently

Skills, Knowledge and Experience:

Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.

Proven experience in a technical support or help desk role.

AI experience required: Experience using AI enabled tools to improve support operations, such as ticket triage, knowledge management, response quality, or efficiency. Familiarity with applying AI to enhance customer and internal support outcomes is expected.

Strong knowledge of Windows and Mac operating systems, as well as common software applications.

Familiarity with network protocols, hardware components, and troubleshooting techniques.

Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are a plus.

Knowledge of our Quality Management System and its application to tasks associated with this role

What We Offer

We invest in you because you’re at the heart of our success. Depending on your location, you’ll have access to a range of benefits, including:

Comprehensive Healthcare (Medical, dental, vision, life, and more)

Comprehensive wellbeing and support initiatives

Clear career pathways to support you with getting to the next level

Pro-rated and immediate vacation days

Continuous training and development

Generous retirement plans

Ready to Make a Difference?

Instem stores and processes data using an Applicant Tracking System (ATS). For more information regarding our privacy policy use the following link: https://www.instem.com/privacy/

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