Application Support Analyst

Summary

Join Xogene, a leader in clinical trial transparency services, as a Product Support Analyst. You will support our software solutions by handling tier 2 technical issues, monitoring a support request queue, and collaborating on training materials. This role requires strong customer service, problem-solving, and communication skills, along with experience in a customer service or software support position. You will work with various teams to resolve issues, document resolutions, and provide timely updates. Xogene offers a vibrant work environment and opportunities for growth within a global team.

Requirements

• Bachelor’s degree or 5 years of commensurate experience
• Minimum of 3 years in a customer service or software support position
• Outstanding customer service skills
• Desire to learn software solutions and quickly onboard utilizing training documentation
• Exhibit strong logical and analytical problem-solving skills
• Ability to multitask and prioritize is a must
• Ability to adapt quickly to changing, growth-oriented environment
• Proficiency with knowledge management and bug reporting tools
• Good organizational skills and detail-oriented mindset
• Strong verbal and written communication skills as well as interpersonal skills
• Patience with new users and a teaching-oriented support style
• Comfort with flexible hours to overlap hours with US and/or UK workdays
• Written and verbal fluency in English

Responsibilities

• Monitor ticket queue and handled tickets reported according to customer SLA
• Triage tickets as needed to appropriate team members
• Respond to customer tickets informatively and with professionalism
• Collaborate on the creation and maintenance of training guides and articles and other user documentation
• Correct any inaccuracies in knowledgebase articles, and add additional articles as required
• Work with the other departments to understand product related issues they are experiencing
• Investigate the issue raised by attempting to recreate the issue and work with product and development teams to understand downstream impact as well as resolution timeframe
• Work to resolve tickets. Search available documentation to resolve tickets and gains product knowledge at the same time
• Escalate tickets to the appropriate team lead
• Interact directly with end users and provide timely updates to the Project Support Lead on the progress of the ticket
• Document ticket resolution for future reference
• Conform to the daily, weekly, and monthly reporting requirements
• Responsible for the creation of support related documentation

Preferred Qualifications

• Preference for small, agile teams that strive to regularly deploy to production
• Passion for continual learning and improving the customer experience
• Ability to work in a multi-national organization
• Experience with JIRA/Zendesk/Freshdesk is a nice to have skill