eQMS Support Engineer_Kalyan _QIJP00019419

eQMS Support Engineer

The Enterprise Quality Monitoring System Team is seeking a highly motivated, client-focused, and resourceful individual to provide application support for the Smart Solve eQMS Application, which ensures quality and compliance across organizations in the Life Sciences sector. This role involves effective ticket management, ensuring all deliverables comply with standard operating procedures and work instructions, while meeting quality and service level agreements to fulfill client and stakeholder expectations.

Key Responsibilities

• Provide application support with preferable knowledge of eQMS or TrackWise modules.
• Quickly learn and grasp new concepts related to product and application support.
• Communicate effectively in both verbal and written forms.
• Possess strong problem-solving skills and 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 all tickets raised by clients are correctly categorized, updated, and properly handled.
• Collaborate with engineering and product teams to escalate and resolve complex issues.
• Demonstrate accountability by effectively communicating and handling/escalating all technical and functional issues in a timely manner.
• Commit to performing quality work and ensuring high client satisfaction.
• Drive a sense of urgency with teams regarding escalated tickets.
• Provide excellent customer service while adhering to internal processes.
• Work in an 18x5 support team that follows the 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 updates, and lessons learned.
• Utilize solid troubleshooting skills and a passion for problem-solving and investigation.

Requirements

• Any Graduate, preferably from Science, Computer Science, or 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 tickets appropriately and seek clarifications when required.
• Good knowledge of RDBMS concepts and ability to write SQL queries.
• 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.
• Self-driven and energetic with a passion for technology and providing excellent customer support.
• Able to operate under pressure in time-sensitive support environments.
• Good quantitative and analytical skills, with 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 members, managers, and clients.

Work Arrangements

• Work schedule: 18x5 support team, willingness to work in rotational shifts during US and European time zones, including night shifts.
• Hybrid work model with office visits as required.
• Should be ready to work on weekends as needed.
• Remote access to servers to run pre-defined scripts to fetch reports.
• Monitor jobs and validate interfaces to confirm job execution.