Manager, Elluminate Support

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 Sr. Customer Support Specialist is 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.

Sr. Customer Support Specialist technicians communicate directly with customers to gather information, resolve, or escalate issues and manage the support ticket life cycle. Sr. Customer Support Specialist can quickly learn different applications and technologies and apply that knowledge to resolve issues quickly.

Throughout the support ticket process, Sr. Customer Support Specialist technicians are responsible for regular updates on ticket status, keeping the customer informed and ensuring customer satisfaction with the support process.

KEY TASKS & RESPONSIBILITIES

Responsibilities include:

• Respond to incoming technical support phone calls and emails in an effective and efficient manner.
• Identify, research, 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.
• Develop and maintain subject matter expertise in the elluminate Platform.
• Quickly analyse customer problems/issues, walk through step-by-step resolution procedures, and accurately logs issue details in the issue tracking system.
• Build relationships with customers by consistently demonstrating expertise and professionalism.
• Take part in internal and client audits.
• Provide instruction to users on new product features.
• Document issues and learnings in the knowledge base.
• Coordinate and manage new software upgrade rollout plans.
• Escalates unresolved problems to Tier 2/3 technical staff.
• Available to work in night shifts and weekends, if required.

CANDIDATE’S PROFILE

Education/Language

• BE / B Tech / M Tech / Master of Science degree in Computer Science and/or equivalent work preferred 
• Fluency in English

Professional Skills & Experience

• Prior experience of 3 to 5 Years in a customer support organization preferred
• Good understanding of SQL.
• Possess strong phone, written and verbal communication skills with excellent presentation skills.
• Confident, high energy, self-motivated and a true team player
• Excellent documentation skills
• 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
• Excellent multitasking skills
• Ability to understand and articulate technical concepts and derive solutions.
• Well-organized, with a high attention to detail and ability to prioritize.
• PC skills including full MS Office package (Word, Excel, Publisher, Access, Outlook, Project, PowerPoint)
• ETL experience with SQL Server, ETL and Data Warehouse development is a plus.
• Knowledge of clinical trial data is a plus.
• Experience in internal and external audits 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.