Application Support Specialist – Life Sciences & Publishing Platforms

Application Support Specialist

life sciences or related scientific fields

European customers

Qualifications & Skills

Required:

• Bachelors/Masters degree in any Life Science/Medical Field
• 1+ years of experience in a helpdesk, product support, or L1 technical support role.
• Strong verbal and written communication skills in English.
• Experience supporting or communicating with international clients, preferably European.
• Familiarity with support ticketing and service desk tools such as:
• Jira Service Management / Jira Service Desk/Redmine/Freshdesk/HelpScout
• Proficiency in understanding and troubleshooting application-related issues.
• Ability to use AI tools (e.g., ChatGPT, Google Translate, or other LLMs) to interpret and respond to user content or queries written in various European languages.
• Basic understanding of platforms that manage structured workflows or scientific datasets.

Preferred:

• Experience supporting platforms or customers in the life sciences, academic publishing, or data science sectors.
• Ability to manage support for multiple products/modules simultaneously.
• Experience creating help documentation or maintaining support wikis.
• Familiarity with tools such as:
• Confluence (for documentation)
• Microsoft Excel / Google Sheets
• File formats like CSV, JSON, or XML
• Remote support tools (e.g., TeamViewer, AnyDesk)

Experience

1+ years in a support or helpdesk role

Roles & Responsibilities

• Serve as the first point of contact for customers encountering issues with business applications.
• Provide prompt and professional responses to support tickets, emails, or chat queries.
• Troubleshoot common user issues, guide users through application features, and provide clear step-by-step instructions.
• Document all support interactions and maintain accurate ticket records.
• Escalate complex issues to L2 support or technical teams with well-documented context and logs.
• Contribute to the internal knowledge base by creating solution articles, how-tos, and FAQs.
• Monitor support queues and ensure timely resolution in line with defined SLAs.
• Collaborate with internal teams to identify patterns in support queries and suggest usability improvements.
• Work with users from different European countries, using translation tools and large language models (LLMs) to interpret issues or documentation when content is not in English.