Product Support Engineer II

The role

The Product Support Engineer II provides first level assistance to elluminate clients. This person identifies, researches, and resolves problems while managing the support ticket life cycle.

What you will do

• Respond to incoming support tickets and emails
• Identify, troubleshoot, and resolve client problems within defined SLAs
• Document, track and monitor client problems and issues
• Coordinate and manage new software upgrade rollout plans
• Escalate unresolved problems to Tier 2 technical staff
• Train and Mentor the Product support engineer 1
• Provide instruction to users on new product features
• Analyze customer problems and log issue details in the issue tracking system

Required qualifications

• Excellent knowledge of English
• Strong phone, written and verbal communication skills
• Excellent presentation skills
• Ability to understand and articulate technical concepts and derive solutions
• Well-organized with high attention to detail and ability to prioritize
• PC skills including full MS Office package (Word, Excel, Publisher, Access, Outlook, Project, PowerPoint)

Nice to have

• Bachelor’s degree or equivalent work experience
• 2+ years’ experience in a customer support role
• Prior experience in a customer support organization
• ETL experience with SQL Server, ETL and Data Warehouse development
• Knowledge of clinical trial data

About the company

eClinical Solutions helps life sciences organizations accelerate clinical development initiatives with expert data services and the elluminate Clinical Data Cloud. It is a people first organization with an inclusive culture.