Description

Key Skills: SQL, Java, Enterprise SaaS, Data Analysis, Technical Troubleshooting, Customer Support, Life Sciences, Production Support

Good to Have Skills: Experience with Model N applications, dashboard reporting, technical documentation creation, knowledge article writing, customer relationship management, and business impact analysis within enterprise environments.

Roles & Responsibilities:

• Support customer-facing enterprise SaaS applications within the Life Sciences industry as a senior escalation point.
• Perform SQL-driven analysis and Java-based troubleshooting to resolve production and data-related issues.
• Manage and prioritize complex technical issues across a diverse customer base with focus on timely resolution.
• Independently engage with customer stakeholders to investigate and resolve technical problems while maintaining understanding of business impact.
• Organize and lead customer calls to drive technical resolution strategies and communicate solutions effectively.
• Develop deep understanding of customer business requirements and professionally manage challenging situations with confidence and empathy.
• Collaborate with customer account teams to review ticket trends and dashboard reports for enhanced customer experience.
• Create technical documentation and knowledge articles to promote best practices and support continuous process improvement

Key Skills

Education

Any Graduate