Support Analyst

Summary

Join Xogene, a leader in clinical trial transparency services, and become our Lead Product Support Analyst. You will support our software solutions by addressing customer issues, troubleshooting problems, and collaborating with various teams. This role requires in-depth analysis, excellent communication skills, and experience in customer service or software support. You will manage a support request queue, ensuring timely responses and resolutions. The ideal candidate possesses strong analytical and problem-solving skills and thrives in a fast-paced environment. Contribute to our ongoing growth and success by joining our dynamic team.

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
• 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