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Application Support Engineer (Remote)

Remote:

Full Remote

Contract:

Full time

Experience:

Mid-level (2-5 years)

Work from:

India

Offer summary

Qualifications:

BA/BS in Computer Science or related field, 3+ years in L2 Application Support for SaaS, Strong customer service experience, Ability to troubleshoot and provide solutions, Excellent verbal and written communication skills.

Key responsabilities:

Learn software to ensure client success
Handle technical inquiries and issues
Prioritize, categorize, and resolve tickets
Maintain high customer satisfaction levels
Document solutions and create knowledge articles

PSC Biotech Corporation Biotech: Biology + Technology SME https://www.biotech.com/

201 - 500 Employees

See more PSC Biotech Corporation offers

Job description

ABOUT OUR SOFTWARE:

PSC Software®’s ACE® platform is a revolutionary electronic Quality Management System (eQMS), electronic Document Management System (eDMS), Learning Management System (LMS), and Inspection Management System. The ACE® platform is designed to streamline and simplify complex business processes. With its highly configurable, workflow-based system, the ACE® platform can adapt to any business process, providing real-time tracking, management, and reporting of all compliance, quality, and operational activities. The power of the ACE® platform is available in the following offerings that meet the needs of different clients.

ACE Enterprise® is our flagship software option that offers unparalleled flexibility and customization options that make it easy for businesses of all sizes to meet regulatory requirements while optimizing their operations.

ACE Essentials® provides an array of pre-configured workflows and standard operating procedures (SOPs) to ensure that businesses have a fully compliant, ready-to-go eQMS, eDMS, and LMS features right from the start.

ACE Inspection® is a comprehensive solution designed to streamline the regulatory inspection processes, track all inspection requests, and log notes in one centralized platform that helps to prepare and respond to FDA inspections, ISO audits, or other regulatory requirements.

100% Remote/ Work From Home

Shift needs:

1 Candidate: Mon-Fri from 16:30 PM - 01:30 AM IST

Initial onboarding/training would occur during Mon-Fri from 00:30 AM - 09:30 AM Indian Standard Time

ABOUT OUR SUPPORT TEAM COMPOSITION:

As a SaaS solution provider, our clients’ Administrators will provide most L1 User Support to solve simple issues, such as login problems and user permissions.
Therefore, our Support Team consists of L2 Application Support team members who investigate more advanced problems that might require the introduction of minor changes to an application, such as configuration issues, account administration, or services restart.
L2 Application Support can only be provided by engineers with a deep understanding of our software.
When necessary, our L2 Application Support Engineers escalate issues to our Software Developers (L3 support) to tackle complex issues on the code and database level, and who can provide hot fixes and minor enhancements to the application.

Requirements

L2 APPLICATION SUPPORT DUTIES AND RESPONSIBILITIES:

Learn everything about our software and use that knowledge to ensure client success.
Support client administrators across multiple organizations.
Handle inquiries regarding all technical issues, information requests on application capabilities, navigation, and configuration.
Gather information for analysis, carry out the necessary research, set up test environments, replicate issues locally, and propose resolutions or workarounds.
Prioritize and triage tickets in accordance with the Service Level Agreement (SLA) and take ownership of the issue to ensure that it is resolved correctly, accurately, and within SLA deadlines.
Escalate critical production issues, such as system unavailability and data integrity issues, to L3 Support while maintaining communication with the client.
Be a client facing representative of the Development and Product teams.
Maintain high-level customer satisfaction and customer service skills.
Build strong and professional relationships with users of PSC Software’s ACE® application.
Document solutions, workarounds, and create knowledge articles in standard Customer Service Portal.
Meet weekly with Senior Technical Support Manager and other Technical Support team members to discuss issue trends and improvement opportunities.

REQUIRED SKILLS AND EDUCATION:

BA/BS degree (or higher) in Computer Science or related technical field.
3+ years of experience in an L2 Application Support role for SaaS solutions.
Strong customer service experience and ability to handle escalations.
Ability to troubleshoot, diagnose root cause, and provide solutions that ensure the application performs to client expectations.
Possesses the confidence, communication, and interpersonal skills to lead customers, from technical personnel to C-level executives, in urgent or critical situations.
Detail-oriented and able to manage multiple tasks and priorities in a timely manner.
Ability to quickly learn and communicate technical information.
Excellent verbal and written communication skills in English.

DESIRED SKILLS, EDUCATION, AND CERTIFICATIONS:

Experience as a software system administrator.
Experience in the life sciences or other heavily regulated industry.
Experience with various infrastructure services, cloud services, storage, databases, Office 365.
Experience with issue tracking systems (JIRA, etc.).
Experience with ticketing system (Freshdesk, Zendesk, ServiceNow, JSM, etc.).
Knowledge of SSO, Java, SQL, HTML, XML, JSON, SOAP, REST API, etc.

Note: We are looking for someone who is available immediately or within15 days notice period. (some one with more than 15 days notice period is not eligible for this role)

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