Product Support Engineer - English & Japanese

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Veeva Systems

πŸ“Remote - China

Job highlights

Summary

Join us in transforming the life sciences industry as a talented Product Support Engineer in Dalian, China, supporting customers and internal stakeholders with global support covering all issues related to Veeva Vault.

Requirements

  • Excellent verbal and written communication skills in English and Japanese
  • Previous technology/admin / software/level 2 support-related work experience
  • Bachelor’s degree in a related field or equivalent experiences
  • Proven ability to collaborate and build strong relationships with customers
  • Experience working successfully in a rapidly changing environment
  • Professional approach, exceptional customer service is essential
  • Knowledge document management systems
  • Detail-oriented, able to manage multiple tasks and priorities

Responsibilities

  • Provide global support covering all issues related to Veeva Vault
  • Learn everything about our software and use that knowledge to ensure client success
  • Support the client administrators across multiple organizations
  • Troubleshoot critical production issues affecting end-users, including system unavailability and data integrity issues
  • Create and maintain knowledge articles in our customer support portal
  • Handle inquiries regarding all technical issues, information requests on application capabilities, navigation, installation, or configuration
  • Provide coordinated support for getting new releases and configuration changes into production
  • Gather information for analysis, carry out the necessary research, set test environments, replicate issues locally, and propose resolutions or workarounds
  • Be a client-facing representative of the Development and Product teams
  • Document new processes and keep existing documentation and tools up to date as the environment changes
  • Interface with engineering, product management, and professional services when necessary
  • Availability to work a rotating weekend on-call schedule

Preferred Qualifications

  • Knowledge and background in life sciences and/or content management
  • Knowledge of SQL database/ability to write queries
  • Understanding of Java, SQL, HTML, XML, JSON, SOAP, REST API
  • Experience in cloud/hosted software environment

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