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Customer Support Analyst - Via Oncology - Associate

CLI000HU Requisition #
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This is a position for Via Oncology, an Elsevier company. Via Oncology is a healthcare technology company founded in 2009. They have become the industry leader in providing decision support technology solutions for oncologists to support them in their care of cancer patients. More information about Via Oncology can found at http://viaoncology.com/whats-new/careers/


The primary role of this position is to provide first line technical support for Via Pathways, an oncology decision support system developed by Via Oncology. Via Pathways is a web application used by oncology providers nationwide. Primary duties include responding to all customer inquiries in a timely manner, researching customer support requests, providing guidance and solutions to customer issues whenever possible, and triaging/escalating requests to appropriate teams/individuals as necessary. This position requires a person who is detail oriented, mindful of deadlines, and persistent with follow up.




-Work independently to complete all tasks that are designated as first level support

-Manage user access to the Via Pathways Application

-Troubleshoot technical issues related to user access to the application

-Assist users with questions regarding system usage

-Identify and track emerging trends that may indicate a system-wide issue or outage

-Manage system contact lists

-Use available tools to monitor various services to help detect Via Pathways outages

-Provide periodic on-call support during evening hours as requested

-Triage inquiries to appropriate teams as necessary

-Adhere to all department SLAs in regards to ticket response times and ticket resolution times










-Bachelor's degree (Degree in IT related discipline preferred)

-Basic to moderate understanding of core IT concepts, specifically as they relate to the Internet and Local Area Networks

-Ability to independently perform problem solving and analysis

-Previous experience with Microsoft Office products (Word, Excel, Powerpoint, Outlook)

-Excellent critical thinking and communication skills

-Strong organization skills and attention to detail


Elsevier is a global information analytics business that helps institutions and professionals progress science, advance healthcare and improve performance for the benefit of humanity. We help researchers make new discoveries, collaborate with their colleagues, and give them the knowledge they need to find funding. We help governments and universities evaluate and improve their research strategies. We help doctors save lives, providing insight for physicians to find the right clinical answers, and we support nurses and other healthcare professionals throughout their careers. 

Elsevier provides digital solutions and tools in the areas of strategic research management, R&D performance, clinical decision support, and professional education; including ScienceDirect, Scopus, SciVal, ClinicalKey and Sherpath. Elsevier publishes over 2,500 digitized journals, including The Lancet and Cell, more than 35,000 e-book titles and many iconic reference works, including Gray's Anatomy. Elsevier is part of RELX Group, a global provider of information and analytics for professionals and business customers across industries. 

Elsevier employs over 7,000 people in more than 70 offices worldwide. We are an employer of choice, attracting and developing talented and creative people who thrive in a challenging and fast-paced environment. We offer an excellent compensation and benefits package as well as a real opportunity for career growth in a growing organization. Elsevier is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system, that individual should please contact 1.877.734.1938 or accommodations@relx.com.

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