eQMS Support Engineer

Job Description

As a member of the Enterprise Quality Monitoring System Team at Smart Solve eQMS Application, your role will involve providing application support to ensure quality and compliance for Life Sciences organizations. Your primary responsibilities will include:- Having preferable knowledge on eQMS or Track Wise modules- Being a quick learner who easily grasps new concepts- Demonstrating knowledge in Product Support or Application support- Communicating excellently in both verbal and written communication skills- Possessing problem-solving skills and the ability to work within provided SLA timelines- Offering support services to clients via phone, email, or ticket through the toll-free number- Escalating complex or unresolved issues to senior staff or managers when necessary- Ensuring that all tickets raised by the Clients are correctly categorized, updated, and properly handled- Collaborating with engineering and product teams to escalate and resolve complex issues- Demonstrating the highest standards of accountability by effective communication and handling/escalating all technical and functional issues in a timely manner- Committing to perform quality work and ensure high client satisfaction- Driving a sense of urgency with teams that the ticket has been escalated to- Providing excellent customer service while staying within internal processes- Working in an 18x5 support team which follows US and European holiday calendar- Being willing to work in rotational shifts during US and European time zones (Including Night Shifts)- Contributing to process improvement, knowledge base updation, and lessons learned- Having solid troubleshooting skills and a passion for problem-solving and investigationQualifications and requirements for this role include:- Any Graduate, preferably from Science/Computer Science/Information Technology- Minimum 3 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- 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 a 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 As a member of the Enterprise Quality Monitoring System Team at Smart Solve eQMS Application, your role will involve providing application support to ensure quality and compliance for Life Sciences organizations. Your primary responsibilities will include:- Having preferable knowledge on eQMS or Track Wise modules- Being a quick learner who easily grasps new concepts- Demonstrating knowledge in Product Support or Application support- Communicating excellently in both verbal and written communication skills- Possessing problem-solving skills and the ability to work within provided SLA timelines- Offering support services to clients via phone, email, or ticket through the toll-free number- Escalating complex or unresolved issues to senior staff or managers when necessary- Ensuring that all tickets raised by the Clients are correctly categorized, updated, and properly handled- Collaborating with engineering and product teams to escalate and resolve complex issues- Demonstrating the highest standards of accountability by effective communication and handling/escalating all technical and functional issues in a timely manner- Committing to perform quality work and ensure high client satisfaction- Driving a sense of urgency with teams that the ticket has been escalated to- Providing excellent customer service while staying within internal processes- Working in an 18x5 support team which follows US and European holiday calendar- Being willing to work in rotational shifts during US and European time zones (Including Night Shifts)- Contributing to process improvement, knowledge base updation, and lessons learned- Having solid troubleshooting skills and a passion for problem-solving and investigationQualifications and requirements for this role include:- Any Graduate, preferably from Science/Computer Science/Information Technology- Minimum 3 years of experience in Application/Product Support- Excellent client-facing and communication skills (written and oral)- Ability to analyze/interpret the ticket appropriately and se

Keyskills :
Product SupportApplication supportCommunicationSQL queriesITILTicketing systemsMicrosoft OfficeExceleQMSTrack Wise modulesProblemsolving