Application Support Analyst (Remote - India based)
Offer summary
Qualifications:
Experience in technical support or application support roles., Strong problem-solving skills and ability to troubleshoot software issues., Familiarity with ticketing systems and support SLAs., Excellent communication skills, both written and verbal..Key responsabilities:
- Monitor and manage the support ticket queue according to service level agreements.
- Investigate and resolve technical issues submitted by customers and internal teams.
- Provide timely updates on ticket progress and escalate issues as necessary.
- Collaborate with product and development teams to understand and address customer concerns.
Job description
WHY XOGENE?
At Xogene, we’re revolutionizing the future of clinical trial transparency through AI-powered solutions. Join our team of experts who are transforming how leading pharmaceutical and life sciences companies navigate regulatory compliance. If you're driven by solving complex problems in a professional environment focused on meaningful and rewarding work, we want to hear from you.
POSITION OVERVIEW
Xogene combines regulatory expertise with advanced technology to automate complex processes in clinical trials disclosure. Our software streamlines workflows through AI and agentic networking capabilities, improving data transformation and regulatory compliance for leading pharmaceutical and life sciences companies. We're committed to advancing technological solutions in clinical trial transparency.
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 manage tickets according to Support SLA
· Investigate and resolve tickets submitted to the Support Team
· Work with product and development teams to understand severity and impact of reported customer issues.
· Triage tickets and escalate as appropriate to team members
· Respond to customer tickets informatively and with professionalism
· Participate in daily, weekly, and monthly reporting requirements
· Maintain Support knowledgebase articles, and add additional articles as required
· Provide timely updates to the Support Lead on the progress of tickets
· Collaborate on the creation and maintenance of training guides, FAQs and other user documentation
Required profile
Experience
Other Skills
- Problem Reporting
- Teamwork
- Collaboration
- Communication
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