Solutions - Product Support Analyst - IT Operations

3 days 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 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 Xogenes 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

REQUIREMENTS :

- Bachelors degree or 4 years of commensurate experience.

- Minimum of 2+ years in a customer service or software support position.

- 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 work days

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



  • 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...


  • Pune, Maharashtra, India Teamware Solutions Full time

    Job Title -Data operations AnalystJob Location -Tower A of Panchshil Business Park, First and Second Floor, Pune, Maharashtra, India, Notice Period : 15-20 Days / 30 days who are serving notice alreadyJob Description -About the Role:We are seeking highly analytical and resourceful Data Operations Analysts (contractors) to join Core Data Management Team to...


  • Pune, Maharashtra, India Equifax Full time ₹ 4,00,000 - ₹ 12,00,000 per year

    As a key member of the USIS Operations delivery team you will facilitate key customer adoption of our offline products and solutions. In this role you will translate business requirements, configure, test, and deploy them within our proprietary cloud-based systems. You will have the opportunity to work closely with professional services, technical support,...


  • 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...

  • Support Analyst

    2 weeks ago


    Pune, Maharashtra, India OnIT Full time ₹ 5,00,000 - ₹ 8,00,000 per year

    Support AnalystOnit – Pune, Maharashtra, India – Full time (Shift Timing: 3:00 PM to 12:00 AM OR 5:00 PM to 2:00 AM IST)About OnitOnit is a global leader in enterprise workflow solutions for legal, compliance, sales, IT, HR, and finance departments. With Onit, companies can transform best practices into smarter workflows, better processes, and...

  • Production Operator

    3 days ago


    Pune, Maharashtra, India Indapur Dairy & Milk Product Limited Full time ₹ 3,00,000 - ₹ 4,50,000 per year

    Company DescriptionIndapur Dairy & Milk Product Limited is a retail company based in Indapur, Maharashtra, India. The company is strategically located near India Baramati Road in the SONMATHA area. Indapur Dairy & Milk Product Limited is committed to delivering high-quality dairy products to its customers.Role DescriptionThis is a full-time, on-site role for...

  • Support Analyst

    7 days ago


    Pune, Maharashtra, India Idox Full time ₹ 1,04,000 - ₹ 1,30,878 per year

    Support Analyst EIM Support Pune, Maharashtra India(24x7 Shift, Office based)About the role We're expanding our Pune office's successful Customer Support activities and recruiting Support Analysts to join our growing team. This role will play a key part in delivering exceptional customer support for Idox products globally via phone and email in business...

  • Innova Solutions

    3 days ago


    Pune, Maharashtra, India INNOVA SOLUTIONS PRIVATE LIMITED Full time ₹ 15,00,000 - ₹ 25,00,000 per year

    Job Description : The Tech & Business Operations Analyst will be responsible for managing and optimizing production operations across enterprise data platforms. This role demands hands-on expertise in workload automation, cloud data warehousing, Unix-based systems, and scripting for monitoring and operational efficiency. The analyst will collaborate...


  • Pune, Maharashtra, India Workday Full time ₹ 2,50,000 - ₹ 7,50,000 per year

    Your work days are brighter here.At Workday, it all began with a conversation over breakfast. When our founders met at a sunny California diner, they came up with an idea to revolutionize the enterprise software market. And when we began to rise, one thing that really set us apart was our culture. A culture which was driven by our value of putting our people...


  • Pune, Maharashtra, India Teamware Solutions Full time

    Role & responsibilitiesExperience: 3 + yearsLocation: Vimannagar, PuneJOB DESCRIPTIONAbout the team: Join Global Data Quality and Governance Team, which was built with the mission to help enhance the quality, integrity and reliability of Sales Operations critical data.Our objectives are to deliver business impact through account record standardization,...