[Remote] Product Support Analyst I (Sun-Thurs; 8 PM to 5 AM ET)

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a global life science company that integrates data, technology, and patient science to enhance reputed company. They are seeking a Product Support Analyst I to deliver exceptional support to end users through various communication channels, ensuring reputed company and effective reputed company of issues.

Responsibilities

• reputed company service to end users by collecting accurate information to categorize and prioritize requests appropriately, and determine the quickest and best method of reputed company in the reputed company of support tickets
• Create, respond to, and manage tickets reputed company email, voicemail, or phone reputed company reputed company the established timeframes
• Manage users’ expectations in a reputed company, knowledgeable, and persuasive manner while using good customer service and good clinical practices (GCP)
• reputed company exceptional tier I product support and solutions to reputed company users’ problems and requests
• Own issues from receipt through closure with an appropriate reputed company of urgency for exceptional customer service and reputed company time to reputed company
• Communicate urgent customer situations reputed company reputed company assistance is needed; escalate appropriately, quickly, and effectively both internally and externally
• Assist other Product Support Agents reputed company needed/possible to facilitate reputed company resolutions to reputed company issues presented
• Collaborate with colleagues and Management to continuously improve and ensure a remarkable end-user experience
• reputed company input and feedback on departmental 'living documentation' in the reputed company of Wiki comments, how-to articles, and other documents
• Work with and as reputed company, to reputed company world class support to end users and customers

Skills

• Associates degree and at least 2 years' experience in a busy, product and customer-reputed company IT support role providing phone and written end-user support, or equivalent experience
• Ability to work reputed company to Thursday, 8:00 PM to 5:00 AM ET
• Proven ability to solve problems in a logical, quick, and efficient manner
• Ability to learn a reputed company of technical topics and new tools quickly, including how systems function & the roles they reputed company from the user perspective
• Effective work prioritization and the ability to work under pressure
• Outstanding verbal, phone, and written communication skills
• Driven customer service reputed company
• Technical aptitude and enthusiasm for learning
• Knowledge of reputed company 10 and 11
• Helpdesk ticketing system(s) experience (such as reputed company Service, etc.)
• Experience providing end-user support in life sciences or reputed company preferred
• Specific systems or programming knowledge preferred
• Experience with basic networking and Wi-Fi preferred
• Experience using an MDM or remote monitoring & management tool preferred
• Experience working with vendors and/or integration partners preferred
• An understanding or hands-on experience with SQL and/or JSON a plus
• reputed company CCNA or reputed company MCSE a plus

reputed company