Job Description
Summary
Smart Solve eQMS Application ensures Quality and Compliances across Organization for Life Sciences with Realtime Solutions
Enterprise Quality Monitoring System Team is seeking a highly motivated, client-focused and resourceful individual to provide application support, through effective ticket management by ensuring all deliverables are in accordance with standard operating procedures & work instructions, meeting quality & service level agreements, thus fulfilling expectations of our Clients/Stakeholders. Ensure all deliverables comply with standard operating procedures and work instructions, meeting quality and service level agreements to fulfill client and stakeholder expectations. Qualifications usually include strong communication, problem-solving skills, and computer proficiency.
Primary Responsibilities
Preferable Knowledge on eQMS or Track Wise modules
Quick learner who easily grasps new concepts.
Knowledge in Product Support or Application support
Excellent Communication is Mandatory in both verbal and written communication skills.
Must possess problem-solving skills and the ability to work within provided SLA timelines.
Offer support services to clients via phone, email, or ticket through the toll-free number.
Escalate complex or unresolved issues to senior staff or managers when necessary.
Ensure that all tickets raised by the Clients are correctly categorized, updated and properly handled
Collaborate with engineering and product teams to escalate and resolve complex issues
Demonstrate highest standards of accountability by effective communication and handling/escalating of all technical and functional issues as and when they occur in a timely manner
Commitment to perform quality work and high client satisfaction.
Drive a sense of urgency with teams that the ticket has been escalated to
Provide excellent customer service while staying within our internal processes
Work in a 18x5 support team which follows US and European holiday calendar
Willingness to work in rotational shifts during US and European time zones (Including Night Shifts)
Contribute to process improvement, knowledge base updation and lessons learnt
Solid troubleshooting skills and passion for problem-solving & investigation
Minimum Education, Experience, Required Knowledge, Skills And Abilities
Any Graduate, preferably from Science/Computer Science/Information Technology
Minimum 0-2 years of experience in Application/Product Support
Excellent client-facing and communication skills (written and oral)
Ability to analyze/interpret the ticket appropriately and seek clarifications when required
Good knowledge of RDBMS Concepts and ability to write SQL queries
Have the ability to analyze SQL traces
Preferably ITIL certified
Good knowledge of ticketing systems like JIRA, CSM, Service Now, etc.
Proven ability to learn quickly and adapt well, to apply new skills and evolving processes
Must be self-driven, energetic with passion for technology, and provide excellent customer support
Able to operate under pressure in time sensitive support environments
Good quantitative and analytical skills - working experience in Microsoft Office especially Excel
Result and detail-oriented approach to work delivery and output
Good organizational, time management and prioritization skills including attention to detail
Ability to establish and maintain effective working relationships with Team, Managers and Clients
Additional Points
Should be ready to work on weekends as and when required
Should be able to remote into Servers, run pre-defined scripts to fetch reports
Should be able to monitor jobs, validate interfaces to confirm job execution
