App Support - Associate Engineer
- Iris Software
- 1 - 4 years
- Noida, Gurugram
- 7 hours ago
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Job Description
App Support - Associate Engineer Company: Iris Software
Location: Noida, UP, India
Job Description Principal Duties Responsibilities
- Become proficient in core applications in the Advarra product suite, their points of integration, and what problems each product solves for a given customer. Share this knowledge with all other internal cross-functional teams as necessary
- Develop an understanding of customer processes and standard operating procedures
- Gain knowledge of clinical research workflows to support understanding and context of customer questions
- Provide support via e-mail, Chat, or ticket system to respond to inquiries and troubleshoot complex issues. These support issues could require multiple days to fully resolve.
- Facilitate troubleshooting and communication across multiple teams to provide customers with effective solutions quickly. When a solution is not readily available, collaborate with other internal resources
- Develop good working relationships and build trust with customers
- Demonstrate responsiveness and sense of urgency in all customer interactions
- Serve as internal escalation point for customer issues. Act as a customer advocate during these escalations, assigning specific action items to other team members as necessary to deliver timely resolutions
- Serve as a liaison between the customer and the Product teams to resolve issues
- Advocate for customers by tracking and communicating suggestions for software enhancements
- Stay current with application updates and explain new functionality to customers
- Perform other job-related duties as assigned
Education:
- High School diploma required
- Bachelors degree; or relevant experience required
Experience:
- Previous experience within software industry or clinical research is preferred
Knowledge, Skills, Abilities:
- Proficiency with MS Office (Word, Excel, and PowerPoint)
- Effective communication skills, including listening, writing, and speaking
- Strong time management skills and ability to effectively manage multiple priorities
- Strong analytical, problem-solving, and interpersonal skills
- Ability to work independently and integrate into a team environment
Mandatory Competencies
- App Support - App Support - L1, L2, L3 Support
- Data Analysis - Root Cause Analysis Debugging - Data Analysis RCA
- Integration APIs - RESTful Services - REST
- Programming Language - Python - Python Scripting
- Database - Query Language - SQL
- Beh - Communication and collaboration
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Engineering - Software & QARole Category: Software DevelopmentRole: Back End DeveloperEmployement Type: Full timeContact Details:
Company: Iris SoftwareLocation(s): Noida, Gurugram+ View Contact
Keyskills: debugging rest time management skills python restful data analysis time management advocate root cause analysis research sql scripting python scripting apis clinical research programming language programming communication skills
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