Team: Suniraj
Location: Kochi
Work Mode: Hybrid
Interview Mode: Virtual
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 3+ 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
