KEY TASKS & RESPONSIBILITIES
Responsibilities include:
- Respond to incoming technical support emails in an effective and efficient
- 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
- Develop and maintain subject matter expertise in the elluminate
- Quickly analyze customer problems/issues, walk t through step-by-step resolution procedures, and accurately logs issue details in the issue tracking
- Build relationships with customers by consistently demonstrating expertise and
- Provide instruction to users on new product
- Coordinate and manage new software upgrade rollout
- Escalates unresolved problems to Tier 2 & 3 technical
- Available to work on 24x7 rotational shifts.
CANDIDATE S PROFILE
Education/Language:
- Four-year college CS/IT or related preferred.
- Fluency in 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
- Experience with SQL Server, ETL tools
- Experience in Data Warehouse development is a plus
- Good knowledge of MS Office tools.
- Knowledge of clinical trial data is a plus
