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