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Product Support Specialist- Python / R

Softvolt - IT SolutionsMalappuram, IN

1 day ago

Job description

Position Summary :

As we continue to expand our Product Support team, we are seeking an experienced Product Support specialist. This role will be responsible for supporting pharma and biotech customers, reviewing and triaging Product Support tickets, troubleshooting customer issues, and serve as the technical subject matter expert on customer data and technical systems. This role will support solutions within Client's product portfolio, including but not limited to the Enterprise Data Platform (EDP), virtual Sample Inventory Management (vSIM) and enterprise Biomarker Data Management (eBDM) products.

Key Responsibilities :

Gain an understanding of the implementation of various products for customers by working closely with Client's Managed Services teams and customers.
Review and triage Product Support requests coming in through Client's Product Support Portal
Provide feedback to customers on best practices related to our products.
Provide technical feedback to address specific customer challenges.
Review existing documentation and provide feedback on documentation enhancements.
Performs work on problems of moderate scope requiring collaboration with various teams to review and modify source code.
Manage projects and initiatives with moderate complexity.
Continuously improve skills and stay up to date with emerging best practices.

Qualifications :

Bachelor's degree related field and a minimum of 5 years of relevant work experience in clinical data management, translational science, bioinformatics, biomedical research, data science, data engineering with a Bachelor's degree ; or 3 years and a Master's degree; or a PhD without experience.

3+ years experience working in a customer-facing role (e.g., internal and / or external).

3+ years experience supporting technical projects.

Proficiency with R or Python required.

Proficiency in Linux and Windows programming environments for troubleshooting

Understanding of networking concepts

Understanding of API concepts

Ability to troubleshoot methodically, identifying and applying fixes for known errors, and when necessary, capacity to think outside of the box to resolve complex issues.

Excellent problem-solving and analytical skills.

Strong written and verbal communication skills.

Preferred Qualifications :

Domain expertise in bioinformatics preferred.

Experience with R Shiny

Preferred candidate location : Coimbatore. However, we are open to remote work arrangements for exceptional candidates.