Product Support Engineer II

eClinical Solutions helps life sciences organizations around the world accelerate clinical development initiatives with expert data services and the elluminate Clinical Data Cloud – the foundation of digital trials. Together, the elluminate platform and digital data services give clients self-service access to all their data from one centralized location plus advanced analytics that help them make smarter, faster business decisions.

OVERVIEW

The Product Support Engineer II a key member of the support team providing first level assistance to eClinical Solutions’ elluminate® clients. The primary responsibility of this role is to provide support to end-users by identifying, researching, and resolving problems and issues. Communicate directly with customers to gather information, resolve, or escalate issues and manage the support ticket life cycle and has the ability to quickly learn different applications, technologies and apply that knowledge to resolve issues quickly.

Throughout the support ticket process, you are responsible for regular updates on ticket status, keeping the customer informed and ensuring customer satisfaction with the support process.

KEY TASKS & RESPONSIBILITIES

• Respond to incoming support tickets and emails in an effective and efficient manner
• Identify, troubleshoot, 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
• Coordinate and manage new software upgrade rollout plans
• Escalates unresolved problems to Tier 2 technical staff.
• 24*7 Availability for supporting the clients
• Train and Mentor, the Product support engineer 1
• Provide instruction to users on new product features.
• Quickly analyze customer problems/issues, walk it through step-by-step resolution procedures, and accurately logs issue details in the issue tracking system.

Education Experience:

• Bachelor’s degree or equivalent work experience preferred
• 2+ years’ experience in a customer support role preferred
• Excellent knowledge of 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 fast-paced environment
• 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, PowerPoint).
• ETL experience with SQL Server, ETL and Data Warehouse development is a plus
• Knowledge of clinical trial data is a plus