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eQMS Support Engineer
Job Title: eQMS Support Engineer
Summary: Smart Solve eQMS Application ensures Quality and Compliances across Organization for Life Sciences with Realtime Solutions Enterprise Quality Monitoring System Team is seeking a highly motivated, client-focused and resourceful individual to provide application support, through effective ticket management by ensuring all deliverables are in accordance with standard operating procedures & work instructions, meeting quality & service level agreements, thus fulfilling expectations of our Clients/Stakeholders. Ensure all deliverables comply with standard operating procedures and work instructions, meeting quality and service level agreements to fulfill client and stakeholder expectations. Qualifications usually include strong communication, problem-solving skills, and computer proficiency. PRIMARY RESPONSIBILITIES • Preferable Knowledge on eQMS or Track Wise modules • Quick learner who easily grasps new concepts. • Knowledge in Product Support or Application support • Excellent Communication is Mandatory in both verbal and written communication skills. • Must possess problem-solving skills and the ability to work within provided SLA timelines. • Offer support services to clients via phone, email, or ticket through the toll-free number. • Escalate complex or unresolved issues to senior staff or managers when necessary. • Ensure that all tickets raised by the Clients are correctly categorized, updated and properly handled • Collaborate with engineering and product teams to escalate and resolve complex issues • Demonstrate highest standards of accountability by effective communication and handling/escalating of all technical and functional issues as and when they occur in a timely manner • Commitment to perform quality work and high client satisfaction. • Drive a sense of urgency with teams that the ticket has been escalated to • Provide excellent customer service while staying within our internal processes • Work in a 18x5 support team which follows US and European holiday calendar • Willingness to work in rotational shifts during US and European time zones (Including Night Shifts) • Contribute to process improvement, knowledge base updation and lessons learnt • Solid troubleshooting skills and passion for problem-solving & investigation MINIMUM EDUCATION, EXPERIENCE, REQUIRED KNOWLEDGE, SKILLS AND ABILITIES • Any Graduate, preferably from Science/Computer Science/Information Technology • Minimum 0-2 years of experience in Application/Product Support • Excellent client-facing and communication skills (written and oral) • Ability to analyze/interpret the ticket appropriately and seek clarifications when required • Good knowledge of RDBMS Concepts and ability to write SQL queries • Have the ability to analyze SQL traces • Preferably ITIL certified • Good knowledge of ticketing systems like JIRA, CSM, Service Now, etc. • Proven ability to learn quickly and adapt well, to apply new skills and evolving processes • Must be self-driven, energetic with passion for technology, and provide excellent customer support • Able to operate under pressure in time sensitive support environments • Good quantitative and analytical skills - working experience in Microsoft Office especially Excel • Result and detail-oriented approach to work delivery and output • Good organizational, time management and prioritization skills including attention to detail • Ability to establish and maintain effective working relationships with Team, Managers and Clients ADDITIONAL POINTS • Should be ready to work on weekends as and when required • Should be able to remote into Servers, run pre-defined scripts to fetch reports • Should be able to monitor jobs, validate interfaces to confirm job execution | ||||||
