Product Support Engineer II

Overview

Product Support Engineer II is a first-level support role providing assistance to eClinical Solutions' elluminate clients, responsible for identifying, researching and resolving problems and managing the support ticket lifecycle.

What you'll do

• Respond to incoming support tickets and emails in an effective and efficient manner.
• Identify, troubleshoot and resolve all client problems, questions and concerns within defined service level agreements (SLAs).
• Document, track and monitor client problems and issues to ensure timely resolution.
• Coordinate and manage new software upgrade rollout plans.
• Escalate unresolved problems to Tier 2 technical staff.
• Support clients 24*7.
• Train and mentor Product Support Engineer I.
• Provide instruction to users on new product features.
• Quickly analyze customer problems and issues, walk through step-by-step resolution procedures, and accurately log issue details in the issue tracking system.
• Communicate directly with customers to gather information, resolve or escalate issues, and provide regular updates on ticket status while ensuring customer satisfaction.

What you'll need

• Excellent knowledge of English.
• Strong phone, written and verbal communication skills with excellent presentation skills.
• Ability to understand and articulate technical concepts and derive solutions.
• Excellent multitasking skills.
• Well-organized, with high attention to detail and ability to prioritize.
• PC skills including full MS Office package (Word, Excel, Publisher, Access, Outlook, Project, PowerPoint).
• Demonstrated ability and desire to work and excel in a fast-paced environment.
• Confident, high energy, self-motivated and a true team player.
• A 'do what it takes' attitude to drive user adoption and each customer's success.

Nice to have

• Bachelor's degree or equivalent work experience.
• 2+ years' experience in a customer support role.
• Prior experience in a customer support organization.
• ETL experience with SQL Server, ETL and Data Warehouse development.
• Knowledge of clinical trial data.

Details

• Location: Bangalore, Karnataka.
• Requires 24*7 availability for supporting clients.