Product Support Analyst
Xogene · India
- Hybrid
- Full-time
- $85,000 / year
- India
Job highlights
- Support Xogene's AI solutions by fielding technical issues.
- Investigate and resolve customer-reported tickets.
- Collaborate with product and development teams.
- Maintain knowledge base and user documentation.
- Grow career with AI and life sciences exposure.
About the role
About Xogene
At Xogene, we’re revolutionizing the future of clinical trial transparency through AI-powered solutions. Join our team of experts who are transforming how leading pharmaceutical and life sciences companies navigate regulatory compliance. If you're driven by solving complex problems in a professional environment focused on meaningful and rewarding work, we want to hear from you.
Position Overview
Xogene combines regulatory expertise with advanced technology to automate complex processes in clinical trials disclosure. Our software streamlines workflows through AI and agentic networking capabilities, improving data transformation and regulatory compliance for leading pharmaceutical and life sciences companies. We're committed to advancing technological solutions in clinical trial transparency.
We are seeking an experienced Product Support Analyst to join our dynamic team and contribute to our ongoing growth and success. As a Product Support Analyst, you will support Xogene’s software solutions by fielding tier 2 technical issues. You will monitor a support request queue consisting of issues escalated from customers or internal product and services teams. The support analyst will keep the team informed of user impact during software incidents.
Key Tasks and Responsibilities
- Monitor ticket queue and manage tickets according to Support SLA.
- Investigate and resolve tickets submitted to the Support Team.
- Work with product and development teams to understand severity and impact of reported customer issues.
- Triage tickets and escalate as appropriate to team members.
- Respond to customer tickets informatively and with professionalism.
- Participate in daily, weekly, and monthly reporting requirements.
- Maintain Support knowledgebase articles, and add additional articles as required.
- Provide timely updates to the Support Lead on the progress of tickets.
- Collaborate on the creation and maintenance of training guides, FAQs and other user documentation
Requirements
- Bachelor’s degree or 4 years of commensurate experience.
- Minimum of 2+ years in a customer service or software support position.
- Outstanding customer service skills.
- Excellent analytical and problem-solving skills.
- Desire to learn software solutions and quickly onboard utilizing training documentation.
- Ability to multitask and prioritize is a must.
- Good organizational skills and detail-oriented mindset.
- Ability to adapt quickly and shift priorities in fast paced environment.
- Proficiency with knowledge management and bug reporting tools.
- Excellent English verbal and written communication skills.
- Ability to work cross-functionally as a team player with strong interpersonal skills.
- Comfort with flexible hours to overlap hours with US and/or UK work days
Desired Knowledge, Skills and Characteristics
- Preference for small, agile teams
- Passion for continual learning and delivering excellent customer experience
- Experience with JIRA/Zendesk is a nice to have
- Experience with or editing structured data formats such as XML and/or JSON is a plus
- Prior experience or domain knowledge in the life sciences industry is a plus
What We Offer
- Opportunities for growth and a clear career progression path with increasing responsibility as skills develop
- Mentorship from industry experts working at the intersection of AI technology and business strategy
- Exposure to cutting-edge AI technologies including LLMs and conversational systems
- Competitive compensation package including comprehensive benefits
- A results-oriented culture that values innovation, responsibility, and professional excellence
Key skills/competency
- Product Support
- Technical Support
- Customer Service
- Problem-Solving
- Analytical Skills
- Knowledge Management
- JIRA
- Zendesk
- XML
- JSON
Skills & topics
- Product Support Analyst
- Technical Support
- Customer Service
- Software Support
- Clinical Trials
- AI Solutions
- Regulatory Compliance
- JIRA
- Zendesk
- XML
- JSON
How to get hired
- Tailor your resume: Highlight customer service and software support experience, emphasizing problem-solving and analytical skills relevant to a Product Support Analyst role at Xogene.
- Craft a strong cover letter: Express your passion for AI, clinical trial transparency, and Xogene's mission. Showcase your ability to learn quickly and adapt in a fast-paced environment.
- Prepare for technical questions: Be ready to discuss your experience with ticketing systems, knowledge management, and troubleshooting complex software issues.
- Demonstrate soft skills: Highlight your excellent communication, teamwork, and customer service abilities, as Xogene values cross-functional collaboration and client satisfaction.
- Research Xogene's culture: Understand their focus on innovation, regulatory compliance, and their AI-driven approach to clinical trials.
Technical preparation
Master ticketing and bug reporting tools.,Understand structured data like XML/JSON.,Practice troubleshooting complex software issues.,Familiarize with AI and LLM concepts.
Behavioral questions
Describe a complex customer issue you resolved.,How do you handle multiple urgent tickets?,Explain your process for documenting solutions.,How do you collaborate with development teams?
Frequently asked questions
- What are the key responsibilities of a Product Support Analyst at Xogene?
- As a Product Support Analyst at Xogene, your primary responsibilities include monitoring and resolving tier 2 technical issues escalated from customers or internal teams. You will investigate tickets, collaborate with product and development teams to understand issue impact, triage and escalate as needed, and maintain knowledge base articles. You'll also be responsible for providing timely updates and contributing to user documentation.
- What qualifications are needed for the Product Support Analyst position at Xogene?
- Xogene requires a Bachelor's degree or 4 years of equivalent experience, with a minimum of 2+ years in customer service or software support. Essential skills include outstanding customer service, analytical and problem-solving abilities, multitasking, organizational skills, and excellent English communication. Experience with knowledge management and bug reporting tools is also necessary.
- Does Xogene offer remote work for the Product Support Analyst role?
- The job description mentions comfort with flexible hours to overlap with US and/or UK work days, suggesting a potential for remote or hybrid work. However, it's best to confirm the specific work arrangement during the application process or interview.
- What kind of technical tools might I use as a Product Support Analyst at Xogene?
- Proficiency with knowledge management and bug reporting tools is required. Experience with JIRA or Zendesk is considered a plus. Familiarity with structured data formats like XML and JSON is also beneficial for this role.
- What is the career growth potential for a Product Support Analyst at Xogene?
- Xogene offers opportunities for growth and a clear career progression path with increasing responsibility as your skills develop. You will receive mentorship from industry experts and gain exposure to cutting-edge AI technologies, including LLMs and conversational systems, within a results-oriented culture.
- What is Xogene's industry focus and what kind of customers do they serve?
- Xogene focuses on revolutionizing clinical trial transparency through AI-powered solutions. They serve leading pharmaceutical and life sciences companies, helping them navigate regulatory compliance and streamline complex processes in clinical trials disclosure.
- How important is domain knowledge in life sciences for this Product Support Analyst role?
- Prior experience or domain knowledge in the life sciences industry is a plus, but not strictly required. The role emphasizes strong analytical and problem-solving skills, a desire to learn software solutions, and excellent customer service. If you have this background, it could certainly give you an advantage.