• Resolve Tier 1 and Tier 2 support requests efficiently, maintaining employee productivity through timely, customer-focused technical support. • Execute onboarding, offboarding, and access management in Okta: provision, modify, and deprovision SSO/SCIM access following least-privilege practices. • Administer the Mac fleet in Kandji, managing enrollment, configuration profiles, patching, and device compliance against security baselines. • Triage Okta authentication and MFA issues, including factor resets and account recovery within established verification procedures. • Maintain IT asset inventory and lifecycle (procurement, tracking, secure wipe, and retirement) with audit-ready records. • Adhere to security and compliance processes, and support audit evidence collection for SOC 2, ISO 27001, and HIPAA (onboarding/offboarding tickets, access logs, asset records). • Escalate complex issues appropriately while maintaining thorough documentation, runbooks, and self-service knowledge base articles.

• Promote client loyalty through excellent customer service and assistance with clinical research study activities • Work within a team on pooled work to meet service objectives and team goals • Identify and service the needs of customers through building rapport and resolving routine service questions • Answers and addresses inquiries from Advarra clients via Zendesk and incoming phone calls in a courteous, timely and professional manner: Identifies customer issue or question, providing accurate and timely resolution • Empathizes with the customer establishing expectations for resolution to his/her inquiry • Works with key members within department and across the company in providing customer focused resolution • Follows up with customers within established expectations and timeline • Performs data entry and administrative tasks to process time-sensitive documents requiring high accuracy, completeness, and adherence to strict guidelines • Processes CIRBI Gatekeeper assignments and Account Profile assignments in an accurate and timely manner following company guidelines • Handle varying tasks on a routine basis while ensuring high company and industry standards • Executes procedures in compliance with internal quality standards and external regulations • Handles changing priorities with flexibility and adaptability • Works collaboratively with other team members and others across departments to meet project and work deadlines • Additional duties as assigned by department management as required by the needs of the company

Role Description We are looking for IT engineers to support our US-based team on administrative work and ticket assignation. Help in Corporate Services - Infrastructures & internal networks. - Install, configure, and maintain laboratory IT systems - Ensure system availability, performance, and security to laboratory operations - Manage data integrity and ensure compliance with regulatory requirements for electronic records and signatures Qualifications - Computer Systems Engineering, Software Engineering, or Telematics Engineering - 5 to 8 years of experience - Familiarity with network protocols (TCP/IP, DNS, DHCP) and basic network troubleshooting - Expertise in IT security practices, including firewalls, encryption, and compliance with HIPAA or GDPR - Ability to manage cloud-based infrastructure (e.g., AWS, Azure) for data storage and processing - Experience with scripting (e.g., Python, PowerShell) for automating IT tasks and workflows - Knowledge of backup and disaster recovery systems to ensure data integrity - Experience with industry standards: FDA, GDPR, HIPAA - Certification: CISSP, CISM, Cisco CCNP Security, Palo Alto PCNSE, Fortinet NSE - Pharmaceutical industry experience - Advanced English Benefits - Competitive salary - Above-law benefits - Career growth and development plan - Remote work scheme - Support for home office setup

Role Description The Customer Support Specialist’s primary responsibility is to help our customers successfully use Higher Logic’s software solutions. This role provides outstanding technical support and customer service through multiple support channels (phone, case, chat, etc.) to customers ranging from small businesses to large enterprises. As a customer-facing role, the Customer Support Specialist must possess strong service and communication skills and is an expert troubleshooter with a passion for helping customers. This position will assist Australia-based customers. The work hours will be between 11AM-7:30PM PT (2PM-10:30PM ET). - Resolve customer technical issues effectively and efficiently through multiple support channels. - Communicate with customers professionally and consistently on issue status and resolution. - Document customer interactions using our support ticketing system to capture issue type, status, relevant customer notes, and resolution. - Continually develop and hone customer service & troubleshooting skills and Higher Logic product knowledge. - Build and foster positive working relationships across the team and company. - As required and as per internal SLAs, escalate customer tickets to other teams needed to resolve customer issues (within CX, Product, Engineering, Sales, and Finance). - As needed, coordinate phone calls or virtual sessions with customers to troubleshoot effectively. - Meet or exceed performance metrics around productivity, quality of work, and overall customer experience as agreed upon with manager. - Conduct all business in accordance with Higher Logic policies and procedures. - All other duties as assigned. Qualifications - Basic understanding of or a willingness to learn Higher Logic’s Product Suite. - Critical thinking and troubleshooting skills. - Excellent verbal and written communication skills. - Exceptional customer service skills. - Effective prioritization and triaging skills to manage multiple customer inquiries. - Basic understanding or willingness to learn HTML & CSS. - Basic knowledge or a willingness to learn standard web technologies, browsers, and web applications. Requirements - Typically requires a minimum of 2 years of technical customer service experience, preferably in a SaaS environment. - Typical range for the role overall is 0-5 years. - Technical background or expertise either through experience, self-led learning, or certifications/degrees. - Retail, hospitality, or restaurant experience providing customer service. - Experience working in a customer service or contact center environment. - Experience with CRM (Zendesk or Salesforce), Jira/Confluence. Company Description To protect yourself against the increasing number of recruiting scams, please make sure that you are communicating with Higher Logic. We communicate through our corporate website at Higher Logic and through corporate emails utilizing our domain name of @higherlogic.com. Be vigilant when checking domains because imitators often make very small changes to trick the eye. Additionally, please know that Higher Logic does not use text messaging or public messaging platforms, such as Telegram or Whatsapp, to make initial contact with candidates and Higher Logic will never ask an employment candidate for financial information or for payment of any kind. Higher Logic does not accept agency or candidate sourcing solicitations emails or phone calls, nor do we pay agency fees for our posted positions.