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Product Support Analyst (Remote, India)

Jobgether

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Original Job Summary

About the Product Support Analyst Role

Jobgether, on behalf of Xogen, is seeking a Product Support Analyst to join a fast-growing team dedicated to building AI-driven solutions for the pharmaceutical and life sciences industry.

Key Responsibilities

  • Manage tier 2 technical issues and support ticket queue.
  • Investigate and resolve escalated technical issues.
  • Collaborate with product and development teams.
  • Document solutions and update support knowledge base.
  • Track and report on ticket status regularly.
  • Support incident management with clear communication.

Qualifications & Experience

A bachelor’s degree or equivalent experience with a minimum of 4 years in related fields; 3 to 7 years in customer service or software support roles is required. Proficient in analytical problem-solving and strong English communication, with familiarity with JIRA or Zendesk considered a plus.

What We Offer

  • Competitive compensation and comprehensive benefits.
  • Flexible remote working hours with global collaboration.
  • Career growth and mentorship from senior experts.
  • Exposure to cutting-edge AI technologies including LLMs and conversational systems.

Key skills/competency

Product Support Analyst, technical support, ticket management, incident management, AI, pharmaceutical, life sciences, customer service, JIRA, Zendesk

How to Get Hired at Jobgether

🎯 Tips for Getting Hired

  • Customize your resume: Tailor skills to match the job description.
  • Highlight technical skills: Emphasize support tools and analytics.
  • Showcase communication: Provide examples of clear customer interactions.
  • Research Xogen culture: Understand their AI-driven pharmaceutical solutions.

📝 Interview Preparation Advice

Technical Preparation

Review ticket management systems and tools.
Gain familiarity with JIRA and Zendesk.
Practice troubleshooting common technical issues.
Refresh knowledge on incident management protocols.

Behavioral Questions

Describe handling difficult customer situations.
Explain effective team collaboration experiences.
Share examples of multitasking under pressure.
Discuss adapting to changing priorities.