Support Analyst

Summary

Join Xogene, a company revolutionizing clinical trial transparency through AI, and become our new Product Support Analyst. You will support Xogene’s software solutions by handling tier 2 technical issues, managing a support request queue, and investigating root causes of reported problems. This role requires strong troubleshooting and analytical skills, excellent communication, and collaboration with various teams. You will also contribute to knowledgebase articles, training guides, and other user documentation. The position offers mentorship from industry experts, a clear career progression path, exposure to cutting-edge AI technologies, and a competitive compensation package.

Requirements

• Bachelor’s degree or 4+ years of equivalent experience with software/SaaS products
• 4+ years of experience in a customer service or software support position
• Proficiency with productivity software and ability to learn new systems quickly
• Strong troubleshooting and analytical thinking
• Outstanding customer service skills
• 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
• Ability to work cross-functionally as a team player with strong interpersonal skills
• Proficiency with knowledge management and bug reporting tools
• Excellent verbal and written communication skills
• Experience with new users and a teaching-oriented support style

Responsibilities

• Manage the queue to ensure timely acknowledgment and responses to customers, maintaining service level agreements
• Delegate and triage tickets as needed to appropriate team members
• Recreate reported issues, investigate their root causes to understand impact
• Conduct in-depth analysis and troubleshooting to identify resolutions
• Communicate with customers to provide timely updates and ensure their concerns are effectively addressed
• Collaborate with other departments to understand their product-related issues and suggest enhancements for improvement
• Participate in customer-facing calls to discuss and address issues when needed
• Participate in status meetings and prepare reports for monthly meetings
• Correct any inaccuracies in knowledgebase articles, and add additional articles as required
• Create and maintain support related documentation
• Collaborate on the creation and maintenance of training guides and articles and other user documentation

Preferred Qualifications

Experience with JIRA/Zendesk/Freshdesk a plus

Benefits

• Mentorship from industry experts working at the intersection of AI technology and business strategy
• Clear career progression path with increasing responsibility as skills develop
• Exposure to cutting-edge AI technologies including LLMs and conversational systems
• Competitive compensation package including comprehensive benefits