Customer Support Specialist

KEY TASKS & RESPONSIBILITIES

Responsibilities include:

• Respond to incoming technical support emails in an effective and efficient
• 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
• Develop and maintain subject matter expertise in the elluminate
• Quickly analyze customer problems/issues, walk t through step-by-step resolution procedures, and accurately logs issue details in the issue tracking
• Build relationships with customers by consistently demonstrating expertise and
• Provide instruction to users on new product
• Coordinate and manage new software upgrade rollout
• Escalates unresolved problems to Tier 2 & 3 technical
• Available to work on 24x7 rotational shifts.

CANDIDATE S PROFILE

Education/Language:

• Four-year college CS/IT or related preferred.
• Fluency in English
• Professional Skills & Experience:Prior experience in a customer support organization preferred
• Possess strong phone, written and verbal communication skills with excellent presentation skills
• Confident, high energy, self-motivated and a true team player
• Demonstrated ability and desire to work and excel in fast-paced environment
• A do what it takes attitude, to drive user adoption and each customer s success
• Excellent multitasking skills
• Ability to understand and articulate technical concepts and derive solutions
• Well-organized, with a high attention to detail and ability to prioritize
• Experience with SQL Server, ETL tools
• Experience in Data Warehouse development is a plus
• Good knowledge of MS Office tools.
• Knowledge of clinical trial data is a plus