KEY TASKS & RESPONSIBILITIES

Responsibilities include:
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 recent 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 rapid-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
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

📌 Customer Support Specialist Bengaluru
🏢 eClinical Solutions
📍 Bengaluru