At Xogene, we believe work should be enjoyable, meaningful and promote work-life balance. Working with us means joining a vibrant community of like-minded individuals who are passionate about what they do. If you thrive in a fast-paced, innovative environment and want to be part of a global team that is shaping the future of clinical trial transparency services bolstered by our suite of modern and AI-powered technology products, we would love to hear from you. Make a difference and build a rewarding career with Xogene.
Offering a suite of transparency services, Xogene is a leader in innovative technologies and expert services to meet global clinical trial transparency. Combining deep transparency expertise with a modern technology stack, Xogene provides software solutions to automate tedious processes and track myriad studies, regulations and statuses. Our four unique technology solutions offer different ways to streamline and enhance various aspects of the trial process, including study design, patient recruitment, data collection, monitoring, and analysis. These technologies contribute to improving the efficiency, quality and participant experience in clinical trials.
POSITION OVERVIEW
As we continue to expand, we are seeking an experienced Product Support Analyst to join our dynamic team and contribute to our ongoing growth and success. As a Product Support Analyst, you will support Xogene’s software solutions by fielding tier 2 technical issues. You will monitor a support request queue consisting of issues escalated from customers or internal product and services teams. The support analyst will keep the team informed of user impact during software incidents.
KEY TASKS AND RESPONSIBILITIES
· Monitor ticket queue and handled tickets reported according to customer SLA
· Triage tickets as needed to appropriate team members
· Respond to customer tickets informatively and with professionalism
· Collaborate on the creation and maintenance of training guides and articles and other user documentation
· Correct any inaccuracies in knowledgebase articles, and add additional articles as required
· Work with the other departments to understand product related issues they are experiencing
· Investigate the issue raised by attempting to recreate the issue and work with product and development teams to understand downstream impact as well as resolution timeframe
· Work to resolve tickets. Search available documentation to resolve tickets and gains product knowledge at the same time.
· Escalate tickets to the appropriate team lead
· Interact directly with end users and provide timely updates to the Project Support Lead on the progress of the ticket
· Document ticket resolution for future reference
· Conform to the daily, weekly, and monthly reporting requirements
· Responsible for the creation of support related documentation
REQUIREMENTS
· Bachelor’s degree or 5 years of commensurate experience
· Minimum of 3 years in a customer service or software support position
· Outstanding customer service skills
· Desire to learn software solutions and quickly onboard utilizing training documentation
· Exhibit strong logical and analytical problem-solving skills
· Ability to multitask and prioritize is a must
· Ability to adapt quickly to changing, growth-oriented environment
· Proficiency with knowledge management and bug reporting tools
· Good organizational skills and detail-oriented mindset
· Strong verbal and written communication skills as well as interpersonal skills
· Patience with new users and a teaching-oriented support style
· Comfort with flexible hours to overlap hours with US and/or UK workdays
· Written and verbal fluency in English
Desired Knowledge, Skills and Characteristics
· Preference for small, agile teams that strive to regularly deploy to production
· Passion for continual learning and improving the customer experience
· Ability to work in a multi-national organization
· Experience with JIRA/Zendesk/Freshdesk is a nice to have skill
· Bachelor’s degree or 5 years of commensurate experience
· Minimum of 3 years in a customer service or software support position
· Outstanding customer service skills
· Desire to learn software solutions and quickly onboard utilizing training documentation
· Exhibit strong logical and analytical problem-solving skills
· Ability to multitask and prioritize is a must
· Ability to adapt quickly to changing, growth-oriented environment
· Proficiency with knowledge management and bug reporting tools
· Good organizational skills and detail-oriented mindset
· Strong verbal and written communication skills as well as interpersonal skills
· Patience with new users and a teaching-oriented support style
· Comfort with flexible hours to overlap hours with US and/or UK workdays
· Written and verbal fluency in English
Desired Knowledge, Skills and Characteristics
· Preference for small, agile teams that strive to regularly deploy to production
· Passion for continual learning and improving the customer experience
· Ability to work in a multi-national organization
· Experience with JIRA/Zendesk/Freshdesk is a nice to have skill
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