Support Engineer L1 - 032

We are looking for a Support Engineer Level 1 to join our dynamic team. In this role, you will be an integral part of our support team, providing technical assistance and resolving users’ queries related to software and systems.

You will be responsible for troubleshooting and resolving technical issues, escalating complex problems when necessary, ensuring customer satisfaction through excellent communication and problem-solving skills, and maintaining SLA compliance.

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Responsibilities

Your main missions will be as follows:

  1. Customer Support:
  • Respond promptly and professionally to users inquiries and provide technical assistance via our ticketing system
  • Gather relevant information from customers to understand their issues and troubleshoot technical problems effectively.
  • Provide clear and concise instructions to users to help them navigate the software, resolve issues, and ensure compliance with relevant regulations while ensuring a positive user experience.
  • Identify and escalate complex or unresolved issues to senior support engineers or higher-level support teams following predefined escalation protocols.

 

  1. Technical Troubleshooting:
  • Diagnose and resolve technical issues encountered by users, including software bugs, database connectivity problems, system performance-related concerns, as well as technical issues related to hardware, software, or network components.
  • Perform root cause analysis and troubleshoot system, software, or connectivity problems to determine the underlying cause and provide appropriate solutions.
  • Stay updated with the latest pharmacovigilance regulations and industry best practices to effectively troubleshoot and resolve users’ issues.

 

  1. SLA Compliance. Ticket Management and Documentation:
  • Manage and prioritize users’ issues to meet defined service level agreements (SLAs).
  • Monitor and respond to users’ inquiries within designated time frames, ensuring timely resolution according to SLA commitments
  • Document and track all interactions and resolutions using our ticketing system, maintaining accurate and up-to-date records of user support activities.
  • Monitor and manage open tickets, ensuring timely follow-up and closure of cases, meeting defined service level agreements.
  • Provide frequent updates to customers regarding the progress of their inquiries or issues.

 

4. Customer Satisfaction and Continuous Improvement:

  • Strive for high levels of customer satisfaction by addressing users’ concerns professionally, ensuring effective issue resolution, and maintaining a user-centric approach
  • Gather customer feedback and insights to identify areas for improvement in the software, support processes, and overall customer experience.
  • Collaborate with cross-functional teams, including product development and quality assurance, to report and resolve software bugs or system issues.
  • Continuously contribute to knowledge base articles and create documentation to improve internal and external support processes.
  • Seek feedback from customers and identify areas of improvement to enhance the overall customer support experience

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Experience

At least 2+ years experience in a similar role

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Education

Ideally a Bachelor’s degree in computer science, information technology, or a related field is preferred.
However, equivalent work experience or industry certifications will be considered.

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Skills

We are looking for someone with the following skills and abilities:

Hard skills

  • Strong knowledge of computer hardware, software, operating systems, and networking concepts
  • Proficiency in troubleshooting technical issues in software applications, system configurations, network setups, and database connectivity problems
  • Experience with helpdesk or customer support software, ticketing systems, and remote support tools
  • A fluent English (spoken and technical) is required

Soft skills

  • Strong communication/interpersonal skills
  • Solution, deliverables-oriented and result based
  • Excellent problem-solving and analytical skills, with attention to detail and a proactive approach
  • Effective communication skills, both verbal and written, to interact professionally with users and internal stakeholders.

Support Engineer L1 - 032