Job Description
| Current Opening for a Technical Service Representative (TSR) About Polaris Polaris Solutions LLC provides consulting services for the life science industry with clients including many of the largest global pharmaceutical companies as well as other pharmaceutical medical device and biotech firms Polaris is a small yet rapidly growing company with an entrepreneurial culture and members with experience from top consulting firms (eg Accenture Boston Consulting Group Deloitte) and pharmaceutical firms (eg Pfizer Merck) Polaris Solutions offers a series of specialty webbased applications which are configured and customized based on the requirements of our clients Polaris hosts the applications in a SoftwareasaService (SaaS) model and their clients sign hosting support and software licensing agreements on an average term of 36 months These solutions offer industry and client specific forms and workflows related to data collection request approval and audit capabilities for the pharmaceutical industry The systems on average host around 500 unique external users and service up to 10000 requests per year Overview Polaris currently is seeking a Technical Representative (TSR) for our Support Organization which provides runtime client management helpdesk services and ongoing relationship maintenance for our deployed Software as a Service (SaaS) applications General Responsibilities Provide production support for a NET application environment Ability to profile analyze and identify issues in a NET application Creative thinker who can investigate multiple paths in the hunt for root cause of an urgent issue Lead support of business critical issues clear the path to resolution and own the steps for prevention Assume accountability for technical direction of the environments supported Demonstrated ability to communicate clearly with technical and nontechnical colleagues Document each customer incident in support tracking system in a clear concise and understandable format Create bug reports and interact with Engineering team on product defects Improves documentation and other customer resources by recommending changes in documentation Improves product performance by identifying persistent problems recommending changes forwarding information to product development staff Add to and maintain internal and external knowledgebase Qualifications and Experience Extreme customer focus Strong knowledge of SQL Technical skills in software troubleshooting Excellent communication presentation organization and timemanagement skills Incident or escalation management experience in an enterprise environment is a plus Able to work independently and efficiently to meet deadlines Selfmotivated detailoriented and organized Proficient in Internet related applications such as Web Browsers FTP clients etc Ability to read analyze and interpret technical procedures and follow processes Ability to write reports business correspondence and procedure manuals Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists Ability to effectively present information and respond to questions from groups of managers clients customers and internal supervisors Ability to interpret a variety of instructions furnished in written oral diagram or schedule form Physical and Location Requirements bull Ability to work in the office on a regular basis (core Polaris office hours are 9 am to 6 pm Monday through Friday in the NYC office) bull Upon offer candidate must be able to successfully pass a drug and background test bull Ability to travel to client and vendor sites as needed |
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