Technical Support Analyst, Germany

At Exact Sciences, we're helping change how the world prevents, detects and guides treatment for cancer. We give patients and clinicians the clarity needed to make confident decisions when they matter most. Join our team to find a purpose-driven career, an inclusive culture, and robust benefits to support your life while you’re working to help others.

Requirements

• Provide technical support with strong emphasis on excellent customer service and methodical troubleshooting of IT related problems for onsite/remote users
• Document troubleshooting steps and resolutions in ServiceNow
• Manage ticket queues effectively using ServiceNow
• Perform extended or complex troubleshooting and participate in root cause analysis
• Research independently to resolve issues, including use of internal knowledge bases
• Maintain accurate and well-organized documentation and manage knowledge base articles to ensure clarity, consistency and accessibility of technical information
• Contribute input to improve existing IT support processes
• Own incidents and follow through on behalf of the user, communicate progress in a timely manner, and keep user informed
• Deliver exceptional customer service for all support and adhere to service management principles
• Communicate effectively with a strong focus on customer excellence and service delivery
• Demonstrate basic presentation skills and present confidently in small groups
• Excellent organizational and time management skills
• Ability to be able to prioritize incident response (applying the ITIL service management framework)
• Ability to work independently with minimal oversight and apply analytical and critical thinking
• Support and comply with the company’s Quality Management System policies and procedures
• Ability to work nights and/or weekends in exceptional cases as and when required
• Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for approximately 80% of a typical working day
• Ability to work with a diverse range of cultures in a professional manner
• Regular and reliable attendance at the company’s office location in Trier, Germany

Benefits

• Generous Paid Time Off
• 401k Matching
• Retirement Plan