Technical Support Executive

We are seeking a proactive and customer-focused Technical Support Executive to provide functional and technical support for our Pharmacovigilance and Drug Safety solutions. The role involves assisting customers with system issues, troubleshooting application-related concerns, analysing incidents, coordinating with internal teams, and ensuring a high level of customer satisfaction. The ideal candidate should possess a strong understanding of software applications, excellent problem-solving abilities, and experience supporting enterprise applications in a healthcare, life sciences, or pharmacovigilance environment.

The candidate will have responsibilities across the following functions:

Customer and Product Support:

• Provide first-level and second-level technical support to customers.
• Respond to customer queries through email, ticketing systems, phone, and virtual meetings.
• Troubleshoot and resolve application-related issues within defined SLAs.
• Monitor support queues and ensure timely resolution of customer incidents.
• Escalate complex issues to Product, Development, QA, or Infrastructure teams as required.

Pharmacovigilance Application Support:

• Support users of pharmacovigilance and drug safety applications.
• Assist customers with case processing, workflows, user access, system configurations, and reporting-related issues.
• Understand customer business processes and provide appropriate functional guidance.
• Perform root cause analysis for recurring application issues.

Incident and Problem Management:

• Log, track, and manage incidents using the support ticketing system.
• Document issue resolution steps and maintain support records.
• Monitor recurring issues and recommend preventive actions.
• Participate in severity-based incident management activities.

Technical Troubleshooting:

• Analyse application logs and error reports.
• Coordinate with development and infrastructure teams for issue resolution.
• Assist in validating fixes before deployment to customers.
• Support product upgrades, releases, and maintenance activities.

Customer Communication:

• Provide timely updates to customers regarding issue status.
• Conduct customer troubleshooting sessions and follow-ups.
• Prepare support documentation, FAQs, and knowledge base articles.
• Maintain a professional and customer-centric approach in all interactions.

Quality and Compliance:

• Adhere to company quality processes and support procedures.
• Follow data privacy and information security guidelines.
• Support compliance requirements relevant to life sciences and pharmacovigilance customers.

Requirements:

• Strong troubleshooting and analytical skills.
• Experience in software application support.
• Knowledge of ticketing and incident management systems.
• Understanding of databases and SQL queries.
• Familiarity with Windows-based environments and web applications.
• Excellent communication and customer-handling skills.
• Ability to prioritise and manage multiple customer issues simultaneously.
• Strong documentation and reporting skills.

Preferred Skills:

• Experience supporting Pharmacovigilance, Drug Safety, Clinical, or Life Sciences applications.
• Understanding of adverse event reporting and pharmacovigilance workflows.
• Exposure to SaaS-based products and cloud applications.
• Basic knowledge of APIs, integrations, and application logs.
• Experience with Microsoft SQL Server or Oracle databases.
• Familiarity with GxP-regulated environments.