Product Support Analyst - Remote

Posted 232 weeks ago

Customer Service

Full Time

Pune, India

Overview

As a Product Support Analyst, you will support Xogene’s software solutions by fielding tier 2 technical issues and monitoring a support request queue.

In Short

Monitor ticket queue and handle tickets according to customer SLA
Triage tickets to appropriate team members
Respond to customer tickets with professionalism
Collaborate on training guides and user documentation
Investigate issues and work with product teams
Document ticket resolutions for future reference
Interact with end users and provide updates
Conform to reporting requirements
Responsible for support documentation creation

Requirements

Experience in technical support or customer service
Strong communication skills
Ability to work collaboratively
Familiarity with software solutions
Problem-solving skills

Benefits

Work-life balance
Innovative work environment
Opportunity for growth
Supportive team culture

Xogene Services

Xogene Services is a forward-thinking company dedicated to enhancing clinical trial transparency through innovative technology and expert services. With a focus on creating a meaningful and enjoyable work environment, Xogene fosters a vibrant community of passionate professionals who thrive in a fast-paced, global setting. The company offers a suite of AI-powered solutions designed to streamline various aspects of clinical trials, including study design, patient recruitment, and data analysis, ultimately improving efficiency and participant experience. Committed to equal opportunity and a supportive workplace, Xogene is shaping the future of clinical trial services.

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