Product support Analyst 1

Principal Duties

a) Provide Technical Support to Internal and External Customers

• Provide customers with technical assistance that is needed to resolve SmartSolve Management and SmartSolve utility related issues, for all supported databases and operating systems

• Maintain database of all incoming calls, emails, faxes etc. in internal support tracking system to provide accurate and on-time support information to customers

• Assist customers to resolve functional/technical issues by providing step by step instructions

• Provide customer with registration and upgrade information to work with newer version of

Smart

• Maintain close communication loop with customers in resolving all recorded issues from start to finish

• Work closely with Global Services and Engineering department on technical/functional issues that are to be resolved for the external customers

b) Assist Research and Development

• Perform basic research to determine possible solutions or workarounds for reported issues.

• Perform intensive test to replicate the scenario reported by customer before doing any further escalation

• Assist R&D in maintaining the database for bug fixes and feature requests 

• Help customer resolve database/development tool related problems by acquiring required information from other vendors like Neevia, Scale-out, Microsoft, Oracle etc.

c) Special Projects

• Perform Validation when assistance is needed

• Maintain and assist with Customer Services Website IQVIA CSM

• Work with Services Team on Projects when assigned

• Post and maintain software patches and releases

d) Maintain Database of Support Calls

• Maintain database of support calls via Sales Force, documents activities and follow-up actions to keep track of each individual support calls for future analysis and resolution

• The Product Support Tech Advisor 1 will make knowledgeable decisions to determine the resolution process and make recommendations on certain policies outside of Pilgrim’s

• The individual will also make decisions on how quickly an issue can be resolved with available knowledge base if there is a need for escalation

e) Dial-In Support

• Provide Remote Access Services to diagnose and resolve both the technical and functional problems, if required

f) Other Duties as Assigned

• Other tasks related to the department, such as special projects or research, will be completed as assigned