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
Accelerate your skills and career within a fast-growing company while impacting the future of healthcare. We have shared our story, now we look forward to learning yours!
eClinical Solutions is a people first organization. Our inclusive culture values the contribution that diversity brings to our business. We celebrate individual experiences that connect us and that inspire innovation in our community. Our team seeks out opportunities to learn, grow and continuously improve. Bring your authentic self, you are welcome here!
We are proud to be an equal opportunity employer that values diversity. Our management team is committed to the principle that employment decisions are based on qualifications, merit, culture fit and business need.
