Xogene Solutions - Product Support Analyst - IT Operations

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 Xogenes 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

REQUIREMENTS :

Desired Knowledge, Skills and Characteristics :

WHAT WE OFFER :

(ref : hirist.tech)