Product Support Engineer II

eClinical Solutions, LLC; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

eClinical Solutions seeks a Product Support Engineer II to provide first-level assistance to elluminate clients. You will respond to tickets, troubleshoot issues, and guide customers through resolutions while maintaining clear updates and customer satisfaction.

The role requires 2+ years in support and solid English communication. The team emphasizes a collaborative, fast-paced environment with opportunities to learn new applications and upgrade plans.

Qualifications

• Bachelor’s degree or equivalent work experience preferred.
• 2+ years’ experience in a customer support role preferred.
• Excellent knowledge of English.

Responsibilities

• Respond to incoming support tickets and emails in an effective and efficient manner.
• Identify, troubleshoot, and resolve client problems within defined SLAs.
• Document, track, and monitor client issues to ensure timely resolution.
• Coordinate and manage new software upgrade rollout plans.
• Escalate unresolved problems to Tier 2 technical staff.
• Provide 24*7 availability for supporting clients.
• Train and mentor junior team members.
• Provide instruction on new product features.
• Log issue details accurately in the tracking system.

Skills

Customer support

English proficiency

Communication skills

Team player

Problem solving

Education

Bachelor’s degree or equivalent

2+ years customer support experience

Excellent English

Tools

SQL Server

ETL

Data Warehouse

Job description

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.

OVERVIEW

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

KEY TASKS & RESPONSIBILITIES

• Respond to incoming support tickets and emails in an effective and efficient manner
• Identify, troubleshoot, 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 resolution
• Coordinate and manage new software upgrade rollout plans
• Escalates unresolved problems to Tier 2 technical staff.
• 24*7 Availability for supporting the clients
• Train and Mentor, the Product support engineer 1
• Provide instruction to users on new product features.
• Quickly analyze customer problems/issues, walk it through step-by-step resolution procedures, and accurately logs issue details in the issue tracking system.

Education Experience:

• Bachelor’s degree or equivalent work experience preferred
• 2+ years’ experience in a customer support role preferred
• Excellent knowledge of English

Professional Skills & Experience:

• 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
• Ability to understand and articulate technical concepts and derive solutions
• Well-organized, with a high attention to detail and ability to prioritize
• ETL experience with SQL Server, ETL and Data Warehouse development is a plus
• 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.