- Respond to incoming technical support phone calls and emails in an effective and efficient manner.
- 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 resolution.
- Develop and maintain subject matter expertise in the elluminate Platform.
- Quickly analyse customer problems/issues, walk through step-by-step resolution procedures, and accurately logs issue details in the issue tracking system.
- Build relationships with customers by consistently demonstrating expertise and professionalism.
- Take part in internal and client audits.
- Provide instruction to users on new product features.
- Document issues and learnings in the knowledge base.
- Coordinate and manage new software upgrade rollout plans.
- Escalates unresolved problems to Tier 2/3 technical staff.
- Available to work in night shifts and weekends, if required.
CANDIDATE S PROFILE
Education/Language
- BE / B Tech / M Tech / Master of Science degree in Computer Science and/or equivalent work preferred
- Fluency in English
Professional Skills Experience
- Prior experience of 3 to 5 Years in a customer support organization preferred
- Good understanding of SQL.
- Possess strong phone, written and verbal communication skills with excellent presentation skills.
- Confident, high energy, self-motivated and a true team player
- Excellent documentation skills
- Demonstrated ability and desire to work and excel in fast-paced workplace.
- 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, Power Point)
- ETL experience with SQL Server, ETL and Data Warehouse development is a plus.
- Knowledge of clinical trial data is a plus.
- Experience in internal and external audits is a plus.