Product Support Engineer

eClinical Solutions helps life sciences organizations around the world accelerate clinical development initiatives with expert data services and the elluminate Clinical Data Cloud – the foundation of digital trials. Together, the elluminate platform and digital data services give clients self-service access to all their data from one centralized location plus advanced analytics that help them make smarter, faster business decisions. 

The Product Support Engineer is a key member of the support team providing first level assistance to eClinical Solutions' elluminate clients. The primary responsibility of this role is to provide support to end-users by identifying, researching, and resolving problems and issues.

Product Support Engineer technicians communicate directly with customers to gather information, resolve or escalate issues and manage the support ticket life cycle. He/She has the ability to quickly learn different applications and technologies and apply that knowledge to resolve issues quickly. Throughout the support ticket process, Customer Support Specialist technicians are responsible for regular updates on ticket status, keeping the customer informed and ensuring customer satisfaction with the support process.

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

• 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

Accelerate your skills and career within a fast-growing company while impacting the future of healthcare. We have shared our story, now we look forward to learning yours

eClinical Solutions is a people first organization. Our inclusive culture values the contribution that diversity brings to our business. We celebrate individual experiences that connect us and that inspire innovation in our community. Our team seeks out opportunities to learn, grow and continuously improve. Bring your authentic self, you are welcome here

We are proud to be an equal opportunity employer that values diversity. Our management team is committed to the principle that employment decisions are based on qualifications, merit, culture fit and business need.