Job Details

Company Information

At Advarra, we are passionate about making a difference in the world of clinical
research and advancing human health. With a rich history rooted in ethical
review services combined with cutting-edge technology solutions and deep industry
expertise, we are at the forefront of industry change. A market leader and
pioneer, Advarra breaks the silos that impede clinical research, aligning
patients, sites, sponsors, and CROs in a connected ecosystem to accelerate
trials.

Job Duties & Responsibilities

Zendesk Management- Tickets, Reports and Dashboards:

* Maintain expert level understanding of Zendesk products including Support,
Explore, Guide and other marketplace apps to support business needs.

* Document the processes, create data flow diagrams, and process flow diagrams
to facilitate better system understanding.

* Implement and support new system roll outs, as well as all required
maintenance and upgrades in addition to recommendations for process
improvements.

* Responsible for the overall data quality in Zendesk.





* Assist in training new and current users on both Zendesk usage, reports, and
workflows.

* Take ownership of issues and requests received through the BOS (Business
Operations Support) team.

* Triage, prioritize, and assign tasks to ensure timely resolution.

* Regularly review and refine reporting structures in the BOS team to support
team members’ movement within the teams for optimal efficiency.

Customer Requests Management:

* Timely generation of tickets received from customer emails. Ensure tickets
are created and prioritized on the same day as the request.

* Redact customer-specific documents shared via Zendesk.

* Proactively collaborate with managers to ensure compliance with secure file
sharing protocols.

* Onboarding new services customers and creating requisite triggers, workflows
as per the customer requirement and team’s direction.

Reports and Dashboards:

* Proficiently crafts and manages Zendesk re

📌 BOS Analyst (Bengaluru)
🏢 Advarra
📍 Bengaluru