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Customer Technical Support Engineer


About Us

At Veratrak, we are dedicated to transforming the pharmaceutical supply chain with innovative solutions. We are team players who believe that technology has the power to drive better patient outcomes and contribute to making medicines more affordable.

Our values are embedded in everything we do and our ambitions for the future drive our agile approach to development. At Veratrak, you will work alongside innovators and experts hailing from countries across the world. With funding from Europe’s top investors and as a winner of Oxford University’s Innovation of the Year award, we are on a mission to digitise the pharmaceutical supply chain.

Veratrak’s award-winning software solutions simplify complex workflows and enable collaboration, visibility and data-sharing across the full industry supply chain. Our solutions are built on blockchain, which ensures workflows and data exchanges are secure, immutable, and auditable

Technical Support Engineer

The Hub, by Veratrak, is a SaaS platform that removes peer-to-peer data connections between Pharmaceutical companies and their logistics partners to access a vast network of supply chain services.

The Hub, by Veratrak, offers a data exchange platform, enabling companies to work more efficiently, free up working capital, have visibility in areas where there is currently none, and significantly reduce annual spend on IT services.

Position Overview

As a Technical Support Engineer at Veratrak, you will play an important role in maintaining the stability and functionality of our systems, providing invaluable support to our customers. Your responsibilities will encompass a wide array of tasks, including the maintenance of servers and services, managing customer onboarding and off-boarding processes, addressing basic technical issues, incident management, third-party service maintenance, monitoring and alerting, bug management, customer setup support, communication with customers, and report generation.

Responsibilities:

  • Consistently engage with customers to provide status updates and support.
  • Maintain customer configurations
  • Ensure the seamless operation of our systems.
  • Guide customers through technical issues,
  • Swiftly resolve incidents,
  • Proactively monitor and respond to alerts.
  • Manage third-party services

If you are ready to take on a diverse and dynamic role that combines technical expertise, customer engagement, and proactive system maintenance, we encourage you to apply.

Requirements

  • Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
  • Previous experience in a technical support or customer service role.
  • Strong troubleshooting and problem-solving skills, with the ability to analyse and resolve technical issues effectively.
  • Excellent communication skills, both verbal and written, with the ability to convey technical information to non-technical users.
  • Ability to multitask and prioritise in a fast-paced environment, handling multiple customer inquiries concurrently.
  • Knowledge of help desk software, ticketing systems, and remote support tools.
  • A customer-oriented approach, with a focus on providing high-quality service and support.
  • Familiarity with basic networking concepts and operating systems.
  • Competency in SQL or XML will be an advantage.

Benefits

  • Competitive compensation package including retirement contributions
  • 25 days annual leave + statutory holidays
  • Flexible remote working
  • An exciting opportunity to shape the future of a company backed by world class venture capital firms



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