Product Support Engineer Job in Scitara Corporation

Role Description: Product Support responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. Should be acquainted with Pharmaceutical, life sciences industry processes and compliance. Should have good understanding of GxP processes. The candidate should be familiar with organizational ITSM processes and computer system validation procedures. The candidate should be an excellent communicator who is able to earn customer trust Create Sub-Teams with Different Specialisms Create and maintain shift schedules The candidate should be familiar with helpdesk software The candidate will help establish Scitara s reputation as a company that offers excellent customer support during all sales and after-sales lifecycle. Direct interaction with the Scitara Development, Quality and Service teams is in the scope Direct Customer interaction and participation in customer facing meetings and demonstrations is a part of this function Should be self-motivated and individual contributor Key Responsibilities Will be responsible for maintaining the support team (L1 and L2) and SLA adherence Will be responsible for defining and maintaining shift timings Participate in governance meetings Generate, report and explain SLA reports Respond to customer queries in a timely and accurate way, via email or chat Identify customer needs and help customers use specific features Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users) Update internal KBs with information about technical and application issues and useful discussions with customers Share feature requests and effective workarounds with team members Follow up with customers to ensure their technical and functional issues are resolved Gather customer feedback and share with product and technical teams Assist in training junior Product Support Work with cross functional team (Infra, Engineering, Development)