Offer summary

Qualifications:

Bachelor's degree in a relevant field or equivalent experience., Strong analytical and troubleshooting skills., Experience in customer support or technical support roles., Familiarity with software solutions and regulatory compliance in clinical trials..

Key responsibilities:

Manage and respond to customer support requests in a timely manner.

Investigate and troubleshoot technical issues to identify root causes.

Communicate updates and resolutions to customers effectively.

Collaborate with teams to enhance product features and maintain documentation.

Job description

Why Xogene?

At Xogene, we’re revolutionizing the future of clinical trial transparency through AI-powered solutions. Join our team of experts who are transforming how leading pharmaceutical and life sciences companies navigate regulatory compliance. If you're driven by solving complex problems in a professional environment focused on meaningful and rewarding work, we want to hear from you.

Position Overview

Xogene combines regulatory expertise with advanced technology to automate complex processes in clinical trials disclosure. Our software streamlines workflows through AI and agentic networking capabilities, improving data transformation and regulatory compliance for leading pharmaceutical and life sciences companies. We're committed to advancing technological solutions in clinical trial transparency.

We are seeking an experienced Product Support Analyst to join our dynamic team and contribute to our ongoing growth and success. As a Product Support Analyst, you will support Xogene’s software solutions by fielding tier 2 technical issues. You will monitor a support request queue consisting of issues escalated from customers or internal product and services teams. The Product Support Analyst will keep the team informed of user impact during software incidents.

Key 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