Product Support Engineer

The Product Support Engineer is a key member of the support team providing first level assistance to eClinical Solutions’ elluminate clients. The role involves providing support to end-users by identifying, researching, and resolving problems and issues.

Requirements

• Respond to incoming technical support emails in an effective and efficient manner
• Identify, research, and resolve all client problems, questions, and concerns within defined service level agreements (SLAs)
• Document, track and monitor the client’s problems and issues to ensure a timely resolution
• Develop and maintain subject matter expertise in the elluminate platform
• Quickly analyze customer problems/issues, walk t through step-by-step resolution procedures, and accurately logs issue details in the issue tracking system
• Build relationships with customers by consistently demonstrating expertise and professionalism
• Provide instruction to users on new product features
• Coordinate and manage new software upgrade rollout
• Escalates unresolved problems to Tier 2 & 3 technical support teams
• Available to work on 24x7 rotational shifts