Technical Support Analyst

Position Details

• Respond to functional queries and workaround for production bugs.
• Perform a root cause analysis for application issues reported by the customer.
• Collaborate with other product teams/stakeholders to ensure timely resolution of customer issues.
• Assist in application configuration to ensure various components are communicating with one another.
• Lead customer discussions around status updates, functional training, and application workshops.
• Maintain quality as per SLA and the SOP.

Job Profile

• Resolve high-priority Application Support Tickets.
• Work in close collaboration with Product Management and Product Engineering teams to cater technical needs of end user/customer.
• Any new process or change to an existing process to be documented and/or creating new SOPs.
• Perform impact analysis and manual testing.
• Ensure change management processes are compliant with audit requirements.
• Ticket customer issues and track them to closure.
• Perform support functions in rotational shift environment on bi-weekly basis.
• Comply with additional customer-specific controls, where relevant.
• Improve processes by ensuring operating procedures are up-to-date and relevant.
• Enhance application quality by identifying and recommending areas of improvement.

Position Schedule Requirements

• Should be flexible to work in a rotational USA shift timing. (IST 09.30PM to 06.30AM)
• Candidate should be willing to follow the USA holiday calendar.

Requirements

Prerequisite

• BSc (Comp)/BCA
• 2+ years experience
• Certification in MS SQL Server 2012/2014/2017
• Experience of working within a pharmaceutical "Gross To Net" process

Skillset

• Familiarity with SQL querying and MS SQL Server Management Studio
• Knowledge of SQL stored procedures, functions, triggers in MSSQL.
• Be able to understand technical specs and data models.
• Experience in collaborating with North American stakeholders/customers.
• Experience in working on ticketing tools like Zendesk/JIRA.

Interpersonal Skills and Competencies

• Should be a good listener.
• Good command over English language.
• Excellency in written and verbal communication skills.
• Presentation skills.

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