Application Support Analyst

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Xogene

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Clinical Trial Registration and Results Disclosure • Project Management • Tracking Technology • Management Consulting • Pharmacovigilance

51 - 200 employees

⚕️ Healthcare Insurance

📋 Compliance

☁️ SaaS

Description

• Support Xogene’s software solutions by fielding tier 2 technical issues • Monitor a support request queue consisting of issues escalated from customers or internal product and services teams • Keep the team informed of user impact during software incidents • Monitor ticket queue and handle 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 other departments to understand product related issues they are experiencing • Investigate the issue raised by attempting to recreate the issue • Work with product and development teams to understand downstream impact as well as resolution timeframe • Search available documentation to resolve tickets and gain product knowledge at the same time • Escalate tickets to the appropriate team lead • Interact directly with end users and provide timely updates • 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