2 Softvolt Jobs

Job Description :

We are seeking an experienced Product Support Specialist to join our expanding team. This role will involve supporting pharma and biotech customers, triaging Product Support tickets, troubleshooting customer issues, and serving as a technical subject matter expert on customer data and technical systems. The role will support Enterprise Data Platform (EDP), Virtual Sample Inventory Management (vSIM), and Enterprise Biomarker Data Management (eBDM) products.

Key Responsibilities :

- Understand product implementations by collaborating with Managed Services teams and customers.

- Review and triage Product Support requests via the support portal.

- Provide technical feedback and best practices to customers.

- Troubleshoot customer challenges, including reviewing and modifying source code as needed.

- Enhance existing documentation with feedback for improvements.

- Work on moderate complexity projects and initiatives requiring collaboration across teams.

- Stay updated on emerging best practices and industry trends.

Skills and Qualifications Required :

- 3+ years of experience in a customer-facing technical support role.

- Proficiency in Python or R is required.

- Experience in Linux and Windows environments for troubleshooting.

- Strong understanding of networking concepts and APIs.

- Ability to troubleshoot methodically and resolve complex technical issues.

- Excellent problem-solving, analytical, and communication skills.