Product Support Analyst

3 days ago

Pune MH India Xogene Services Full time ₹ 5,00,000 - ₹ 15,00,000 per year
Job description

WHY XOGENE?

At Xogene, we're revolutionizing the future of clinical trial transparency through AI-powered solutions. Join our team of experts who are transforming how leading pharmaceutical and life sciences companies navigate regulatory compliance. If you're driven by solving complex problems in a professional environment focused on meaningful and rewarding work, we want to hear from you. 

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 Xogene's 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

Job requirements

REQUIREMENTS

·   Bachelor's degree or 4 years of commensurate experience

·   3 to 7 years of experience in customer service or software support roles.

·   Outstanding customer service skills

·    Excellent analytical and problem-solving skills

·    Desire to learn software solutions and quickly onboard utilizing training documentation

·    Ability to multitask and prioritize is a must

·    Good organizational skills and detail-oriented mindset

·     Ability to adapt quickly and shift priorities in fast paced environment

·     Proficiency with knowledge management and bug reporting tools

·     Excellent English verbal and written communication skills.

·    Ability to work cross-functionally as a team player with strong interpersonal skills

·     Comfort with flexible hours to overlap hours with US and/or UK workdays

DESIRED KNOWLEDGE, SKILLS AND CHARACTERISTICS

·   Preference for small, agile teams

·    Passion for continual learning and delivering excellent customer experience

·     Experience with JIRA/Zendesk is a nice to have

WHAT WE OFFER

·   Opportunities for growth and a clear career progression path with increasing responsibility as skills develop 

·    Mentorship from industry experts working at the intersection of AI technology and business strategy 

·    Exposure to cutting-edge AI technologies including LLMs and conversational systems 

·    Competitive compensation package including comprehensive benefits 

·    A results-oriented culture that values innovation, responsibility, and professional excellence

All done

Your application has been successfully submitted

Other jobs

  • Production Analyst

    7 days ago

    Pune, India Deutsche Bank Full time

    Job Description Production Analyst - Associate Position Overview Job Title: Production Analyst Corporate Title: Associate Location: Pune, India Role Description - Private Bank Germany Service Operations - provides 2nd Level Application Support for business applications used in branches, by mobile sales or via internet. The department is responsible for the...

  • Production Analyst, Associate

    3 weeks ago

    Pune, India Deutsche Bank Full time

    Job Description Position Overview Job Title: Production Analyst Corporate Title: Associate Location: Pune, India Role Description - Private Bank Germany Service Operations - provides 2nd Level Application Support for business applications used in branches, by mobile sales or via internet. The department is responsible for the stability of the applications....

  • Production Analyst

    2 weeks ago

    Pune - Margarpatta, India Deutsche Bank Full time ₹ 4,00,000 - ₹ 12,00,000 per year

    Production Analyst, Associate Job Description: Job Title: Production Analyst Corporate Title: Associate Location: Pune, India Role DescriptionPrivate Bank Germany Service Operations - provides 2nd Level Application Support for business applications used in branches, by mobile sales or via internet. The department is responsible for the stability...

  • Production Analyst

    2 weeks ago

    Pune - Margarpatta, India Deutsche Bank Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    Production Analyst Job Description: Job Title: Production Analyst Corporate Title: Associate Location: Pune, India Role DescriptionPrivate Bank Germany Service Operations - provides 2nd Level Application Support for business applications used in branches, by mobile sales or via internet. The department is responsible for the stability of the...

  • Associate Product Manager

    2 weeks ago

    Pune, Maharashtra, India Product Sense Full time ₹ 8,00,000 - ₹ 12,00,000 per year

    We're building a fast-growingCybersecurity Platformthat helps businesses protect their digital assets with cutting-edge solutions. To fuel this growth, we're looking for anAssociate Product Managerto join our team inPune.What you'll doDefine product requirements, user stories, and backlog items.Partner with clients to understand needs and ensure value...

  • Production Support Analyst

    2 weeks ago

    Mumbai, Bengaluru, Pune, India E4 Software Services Full time

    Job Description Job description: Profile :Production Support Analyst Experience : 3 to 6 years Location :Bangalore/Chennai/Mumbai/Pune Mode : work from Office Notice Period : Immediate to 15 Days Skills: Java, Unix, PL/SQL, App D, Splunk Responsibility: - Strong customer service and support focus with a desire to deliver a high quality service Experience...

  • Product Data Analyst- Data Engineering

    2 weeks ago

    Pune, MH, IN, ZF Friedrichshafen Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    Product Data Analyst- Data Engineering Req ID 82675 | Pune, India, ZF India Pvt. Ltd. Job Description About the team ZF Aftermarket is a EUR 3 billion powerhouse with a combined team of about 8,000 employees. We have a total of 120 locations in 40 countries worldwide – including 90 logistics centers – and more than 650 service partners with a...

  • Solutions - Product Support Analyst - IT Operations

    1 week ago

    Pune, Maharashtra, India Xogene Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Position OverviewXogene 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...

  • Solutions - Product Support Analyst - IT Operations

    1 week ago

    Pune, Maharashtra, India Xogene Full time ₹ 5,00,000 - ₹ 12,00,000 per year

    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...

  • Production Support Analyst-3

    2 weeks ago

    Pune, India TIAA Full time

    Senior Support Analyst The Senior Support Analyst job performs installation, configuration, and maintenance of information technology (IT) systems and hardware for multi-user server computers. Working independently under general supervision, this job maintains end user needs by ensuring the uptime; performance, resource availability, and security of the...