Product Support Engineer II

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 II 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. Communicate directly with customers to gather information, resolve, or escalate issues and manage the support ticket life cycle and has the ability to quickly learn different applications, technologies and apply that knowledge to resolve issues quickly. Throughout the support ticket process, you are responsible for regular updates on ticket status, keeping the customer informed and ensuring customer satisfaction with the support process.
KEY TASKS & RESPONSIBILITIES
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 the client’s problems and issues to ensure a timely resolution
Coordinate and manage new software upgrade rollout plans
Escalates unresolved problems to Tier 2 technical staff.
24*7 Availability for supporting the clients
Train and Mentor, the Product support engineer 1
Provide instruction to users on new product features.
Quickly analyze customer problems/issues, walk it through step-by-step resolution procedures, and accurately logs issue details in the issue tracking system.
Education Experience:
Bachelor’s degree or equivalent work experience preferred
2+ years’ experience in a customer support role preferred
Excellent knowledge of 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
PC skills including full MS Office package (Word, Excel, Publisher, Access, Outlook, Project, PowerPoint).
ETL experience with SQL Server, ETL and Data Warehouse development is a plus
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.