Product Support Engineer

Location: Bengaluru

eClinical Solutions helps life sciences organizations around the world accelerate clinical development initiatives with expert data services and the elluminate Clinical Data Cloud – the foundation of digital trials. Together, the elluminate platform and digital data services give clients self-service access to all their data from one centralized location plus advanced analytics that help them make smarter, faster business decisions.

Overview

The Product Support Engineer is a key member of the support team providing first level assistance to eClinical Solutions' elluminate® clients. The primary responsibility of this role is to provide support to end-users by identifying, researching, and resolving problems and issues.

Product Support Engineer technicians communicate directly with customers to gather information, resolve or escalate issues and manage the support ticket life cycle. He/She has the ability to quickly learn different applications and technologies and apply that knowledge to resolve issues quickly. Throughout the support ticket process, Customer Support Specialist technicians are responsible for regular updates on ticket status, keeping the customer informed and ensuring customer satisfaction with the support process.

Responsibilities Include

KEY TASKS & RESPONSIBILITIES

Respond to incoming technical support emails in an effective and efficient
Identify, research, and resolve all client problems, questions, and concerns within defined service level agreements (SLAs).
Document, track and monitor the client's problems and issues to ensure a timely
Develop and maintain subject matter expertise in the elluminate
Quickly analyze customer problems/issues, walk t through step-by-step resolution procedures, and accurately logs issue details in the issue tracking
Build relationships with customers by consistently demonstrating expertise and
Provide instruction to users on new product
Coordinate and manage new software upgrade rollout
Escalates unresolved problems to Tier 2 & 3 technical
Available to work on 24x7 rotational shifts.

CANDIDATE'S PROFILE

Education/Language

Four-year college CS/IT or related preferred.
Fluency in English

Professional Skills & Experience

Prior experience in a customer support organization preferred
Possess strong phone, written and verbal communication skills with excellent presentation skills
Confident, high energy, self-motivated and a true team player
Demonstrated ability and desire to work and excel in fast-paced environment
A 'do what it takes' attitude, to drive user adoption and each customer's success
Excellent multitasking skills
Ability to understand and articulate technical concepts and derive solutions
Well-organized, with a high attention to detail and ability to prioritize

Experience with SQL Server, ETL tools
Experience in Data Warehouse development is a plus
Good knowledge of MS Office tools.
Knowledge of clinical trial data is a plus

Accelerate your skills and career within a fast-growing company while impacting the future of healthcare. We have shared our story, now we look forward to learning yours!

eClinical Solutions is a people first organization. Our inclusive culture values the contribution that diversity brings to our business. We celebrate individual experiences that connect us and that inspire innovation in our community. Our team seeks out opportunities to learn, grow and continuously improve. Bring your authentic self, you are welcome here!

We are proud to be an equal opportunity employer that values diversity. Our management team is committed to the principle that employment decisions are based on qualifications, merit, culture fit and business need.