More jobs:
Job Description & How to Apply Below
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 support analyst will keep the team informed of user impact during software incidents.
KEY TASKS AND RESPONSIBILITIES
Monitor ticket queue and manage tickets according to Support SLA.
Investigate and resolve tickets submitted to the Support Team.
Work with product and development teams to understand severity and impact of reported customer issues.
Triage tickets and escalate as appropriate to team members.
Respond to customer tickets informatively and with professionalism.
Participate in daily, weekly, and monthly reporting requirements.
Maintain Support knowledgebase articles, and add additional articles as required.
Provide timely updates to the Support Lead on the progress of tickets.
Collaborate on the creation and maintenance of training guides, FAQs and other user documentation
REQUIREMENTS
Bachelor's degree or 4 years of commensurate experience.
Minimum of 2+ years in a customer service or software support position.
Outstanding customer service skills.
Excellent analytical and problem-solving skills.
Desire to learn software solutions and quickly onboard utilizing training documentation.
Ability to multitask and prioritize is a must.
Good organizational skills and detail-oriented mindset.
Ability to adapt quickly and shift priorities in fast paced environment.
Proficiency with knowledge management and bug reporting tools.
Excellent English verbal and written communication skills.
Ability to work cross-functionally as a team player with strong interpersonal skills.
Comfort with flexible hours to overlap hours with US and/or UK work days
Desired Knowledge, Skills and Characteristics
Preference for small, agile teams
Passion for continual learning and delivering excellent customer experience
Experience with JIRA/Zendesk is a nice to have
WHAT WE OFFER
Opportunities for growth and a clear career progression path with increasing responsibility as skills develop
Mentorship from industry experts working at the intersection of AI technology and business strategy
Exposure to cutting-edge AI technologies including LLMs and conversational systems
Competitive compensation package including comprehensive benefits
A results-oriented culture that values innovation, responsibility, and professional excellence
Note that applications are not being accepted from your jurisdiction for this job currently via this jobsite. Candidate preferences are the decision of the Employer or Recruiting Agent, and are controlled by them alone.
To Search, View & Apply for jobs on this site that accept applications from your location or country, tap here to make a Search:
To Search, View & Apply for jobs on this site that accept applications from your location or country, tap here to make a Search:
Search for further Jobs Here:
×