Xogene
Xogene is a company that specializes in clinical trial transparency and disclosure, providing a range of services designed to meet regulatory needs and streamline processes for their clients. Their offerings include advisory services, medical writing, document redaction, and EU CTIS submission support. Xogene utilizes modern technology to automate routine work, allowing organizations to focus on compliance and strategic activities. Their innovative platform, Prime 2. 0, is designed to optimize and automate the transparency process, offering tools like dashboards, real-time charts, and visual diagrams. They cater to transparency requirements in more than 50 countries, enhancing patient engagement through custom sponsor trial websites. Xogene is headquartered in Englewood, NJ and also offers regulatory intelligence services.
Clinical Trial Registration and Results Disclosure • Project Management • Tracking Technology • Management Consulting • Pharmacovigilance
Application Support Analyst
December 20, 2024
Xogene
Xogene is a company that specializes in clinical trial transparency and disclosure, providing a range of services designed to meet regulatory needs and streamline processes for their clients. Their offerings include advisory services, medical writing, document redaction, and EU CTIS submission support. Xogene utilizes modern technology to automate routine work, allowing organizations to focus on compliance and strategic activities. Their innovative platform, Prime 2. 0, is designed to optimize and automate the transparency process, offering tools like dashboards, real-time charts, and visual diagrams. They cater to transparency requirements in more than 50 countries, enhancing patient engagement through custom sponsor trial websites. Xogene is headquartered in Englewood, NJ and also offers regulatory intelligence services.
Clinical Trial Registration and Results Disclosure • Project Management • Tracking Technology • Management Consulting • Pharmacovigilance
📋 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
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