Academic Qualifications/Years of Experience & Job Requirements :

- B.S. in Computer Science, or related technical discipline or equivalent & 3 years experience

Job Experience and Skills Required :

Candidates would have experience in the following areas :

- Bachelor's degree or equivalent.

- Minimum of 3 years of customer and technical support with demonstrated problem resolution skills.

- Excellent communication skills (verbal and written) is a must

- Ability to work independently and with minimum supervision in a fast-paced environment.

- Ability to understand and articulate technical concepts and drive solutions is a big plus.

- Ability to work with remote team members.

- Training experience is highly desirable.

- Domain knowledge related to clinical research in academic, pharmaceutical, and hospital environments is a plus.

- Experience with software products is a plus

Responsibilities :

- Provide application support for clients via telephone, email, and web conferencing.

- Retain ownership of open cases. Follow up with customers frequently with current updates until a resolution is reached.

- Develop strong working relationships and coordinate with cross-functional partners.

- Maintain strong customer rapport and excellent, timely communication.

- Assist with software installation, configuration, and customization.

- Develop training materials and train customers.

- Document Customer Support calls and interactions and generate reports and metrics for management along with recommendations.

- Proactively stay up to date with the latest trends concerning the company's products and the underlying technologies.

- Recommend new features and functionalities based on customer interactions.

- Exhibit an advanced working knowledge of each Clinical application as well the platforms or operating systems utilized.

- Assist Quality Assurance with testing program changes, new releases, or user documentation.

- Must have ability to work a flexible schedule and is required to participate in on-call rotation, which includes nights, weekends and holidays.

- Work across multiple time zones with remote team members

- Perform other duties as deemed necessary to provide quality service to the clients.

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.