Sr. Customer Support Specialist

KEY TASKS RESPONSIBILITIES

Responsibilities include:

• Respond to incoming technical support phone calls and emails in an effective and efficient manner.
• Identify, research, 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.
• Develop and maintain subject matter expertise in the elluminate Platform.
• Quickly analyse customer problems/issues, walk through step-by-step resolution procedures, and accurately logs issue details in the issue tracking system.
• Build relationships with customers by consistently demonstrating expertise and professionalism.
• Take part in internal and client audits.
• Provide instruction to users on new product features.
• Document issues and learnings in the knowledge base.
• Coordinate and manage new software upgrade rollout plans.
• Escalates unresolved problems to Tier 2/3 technical staff.
• Available to work in night shifts and weekends, if required.

CANDIDATE S PROFILE

Education/Language

• BE / B Tech / M Tech / Master of Science degree in Computer Science and/or equivalent work preferred
• Fluency in English

Professional Skills Experience

• Prior experience of 3 to 5 Years in a customer support organization preferred
• Good understanding of SQL.
• Possess strong phone, written and verbal communication skills with excellent presentation skills.
• Confident, high energy, self-motivated and a true team player
• Excellent documentation skills
• 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.
• Experience in internal and external audits is a plus.

Skills Required
clinical trial , Data Warehouse, Sql Sever, Sql, Customer Support, External Audit, Ms Office Package