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Customer Support Specialist
eClinical Solutions
posted 3mon ago
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Fixed timing
Key skills for the job
Job Description
- eClinical Solutions helps life sciences organizations around the world accelerate clinical development initiatives with expert data services and the elluminate Clinical Data Cloud the foundation of digital trials
- Together, the elluminate platform and digital data services give clients self-service access to all their data from one centralized location plus advanced analytics that help them make smarter, faster business decisions
- Overview
- The Customer Support Specialist is a key member of the support team providing first level assistance to eClinical Solutions elluminate clients
- The primary responsibility of this role is to provide support to end-users by identifying, researching, and resolving problems and issues
- Customer Support Specialist technicians communicate directly with customers to gather information, resolve or escalate issues and manage the support ticket life cycle
- He/She has the ability to quickly learn different applications and technologies and apply that knowledge to resolve issues quickly
- Throughout the support ticket process, Customer Support Specialist technicians are responsible for regular updates on ticket status, keeping the customer informed and ensuring customer satisfaction with the support process
- Responsibilities Include
- KEY TASKS & RESPONSIBILITIES
- Respond to incoming technical support emails in an effective and efficient
- Identify, research, and resolve all client problems, questions, and concerns within defined service level agreements (SLAs)
- Document, track and monitor the clients problems and issues to ensure a timely
- Develop and maintain subject matter expertise in the elluminate
- Quickly analyze customer problems/issues, walk t through step-by-step resolution procedures, and accurately logs issue details in the issue tracking
- Build relationships with customers by consistently demonstrating expertise and
- Provide instruction to users on new product
- Coordinate and manage new software upgrade rollout
- Escalates unresolved problems to Tier 2 & 3 technical
- Available to work on 24x7 rotational shifts
- CANDIDATES PROFILE
- Education/Language
- Four-year college CS/IT or related preferre
- Fluency in English
- Professional Skills & Experience
- Prior experience in a customer support organization preferred
- Possess strong phone, written and verbal communication skills with excellent presentation skills
- Confident, high energy, self-motivated and a true team player
- Demonstrated ability and desire to work and excel in fast-paced environment
- A do what it takes attitude, to drive user adoption and each customers success
- Excellent multitasking skills
- Ability to understand and articulate technical concepts and derive solutions
- Well-organized, with a high attention to detail and ability to prioritize
- Experience with SQL Server, ETL tools
- Experience in Data Warehouse development is a plus
- Good knowledge of MS Office tools
Employment Type: Full Time, Permanent
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What people at eClinical Solutions are saying
Customer Support Specialist salary at eClinical Solutions
reported by
1
employee
with 2
years exp.
₹4.9
L/yr - ₹6.2
L/yr
At
par with the average Customer Support Specialist Salary in India
View more details
What eClinical Solutions employees are saying about work life
based on 28 employees
Strict timing
Monday to Friday
No travel
Day Shift
eClinical Solutions Benefits
Team Outings 
Work From Home 
Health Insurance 
Education Assistance 
Soft Skill Training 
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