Service Desk Specialist

Role: Service Desk Specialist supporting Certara's biosimulation software, ensuring high-quality, timely customer support and issue resolution. Responsibilities: monitor, triage, and resolve internal/external tickets from creation to closure; advocate for customer feedback; collaborate with Product, Engineering, QA, and Customer Success teams; maintain technical documentation; inform product improvements; escalate risks when necessary. Requirements: Bachelor's degree or 1+ years in application support; proficient with ticketing/CRM tools like JIRA; strong customer service, communication, and collaboration skills; understanding of SDLC; track record of meeting SLAs; research and technical troubleshooting skills; detail-oriented with strong organizational skills. Preferred: experience working on multi-client projects with competing priorities; experience in software development environment. HighValue: focus on software support in a biopharma context; multi-team collaboration; remote work with a preference for East Coast candidates; no travel specified.