Senior Technical Support Analyst

Company Description

IntegriChain is the data and application backbone for market access departments of Life Sciences manufacturers. We deliver the data, the applications, and the business process infrastructure for patient access and therapy commercialization. More than 250 manufacturers rely on our ICyte Platform to orchestrate their commercial and government payer contracting, patient services, and distribution channels. ICyte is the first and only platform that unites the financial, operational, and commercial data sets required to support therapy access in the era of specialty and precision medicine. With ICyte, Life Sciences innovators can digitalize their market access operations, freeing up resources to focus on more data-driven decision support. With ICyte, Life Sciences innovators are digitalizing labor-intensive processes – freeing up their best talent to identify and resolve coverage and availability hurdles and to manage pricing and forecasting complexity.

We are headquartered in Philadelphia, PA (USA), with offices in: Ambler, PA (USA); Pune, India; and Medellín, Colombia. For more information, visit www.integrichain.com, or follow us on Twitter @IntegriChain and LinkedIn.

Job Description

• Respond to service requests and incidents for production environment.
• Perform a root cause analysis for application issues reported by the customer.
• Collaborate with other product teams/stakeholders to ensure timely resolution of customer issues.
• Assist in application configuration to ensure various components are communicating with one another.
• Lead customer discussions around status updates, functional training, and application workshops.
• Maintain quality and strict adherence to set SLA and the SOP.
• Should be flexible to work in a rotational USA shift timing. (IST 09.30PM to 06.30AM)
• Candidate should be willing to follow the USA holiday calendar.

• Triaging high-priority Application Support Tickets.
• Work in close collaboration with Product Management and Product Engineering teams to cater technical needs of end user/customer.
• Any new process or change to an existing process to be documented and/or creating new SOPs.
• Perform impact analysis and manual testing.
• Ticketing customer issues and tracking them to closure.
• Perform support functions in rotational shift environment on monthly basis.
• Complying with additional customer-specific controls, where relevant.
• Improving processes by ensuring operating procedures are up-to-date and relevant.
• Enhancing application quality by identifying and recommending areas of improvement.

Qualifications

• Certification in MS SQL
• Demonstrative knowledge of SQL stored procedures, functions, triggers in MSSQL.
• Be able to understand technical specs and data models.
• Experience in collaborating with North American stakeholders/customers.
• Experience in working on ticketing tools like Zendesk/JIRA/Salesforce.
• ITIL Certification will be a huge advantage.
• Prior experience in GrossToNet product will give you an edge.
• Must have some experience of working as Technical Support representative for a SaaS product.

• Should be a good listener.
• Demonstrating empathy and understanding towards customers' problems is vital.
• Effective time management skills to work on multiple incidents simultaneously.
• Should be skilled at handling conflicts diplomatically and finding win-win solutions. This is beneficial in maintaining customer relationships.
• Good command over English language.
• Excellency in written and verbal communication skills.
• Overall team management and resource optimization skills.
• Great attention to detail is a must.
• Takes initiative in communication.

• 7+ years of total experience and 3 Years. (Life Science)
• Certification in MS SQL Server2012/2014/2017.
• BSc(Comp), B Tech, BCA, MCA (Any)
• Experience of working within pharmaceutical processes like Gross To Net.
• Experience in leading small support/technical team for customer centric deliveries

Additional Information

• Mission driven: Work with the purpose of helping to improve patients' lives! 
• Excellent and affordable medical benefits + non-medical perks including Flexible Paid Time Off and much more!
• Robust Learning & Development opportunities including over 700+ development courses free to all employees

#LI-YG1

IntegriChain is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to race, color, religion, national origin, ethnicity, age, sex, marital status, physical or mental disability, gender identity, sexual orientation, veteran or military status, or any other category protected under the law. IntegriChain is an equal opportunity employer; committed to creating a community of inclusion, and an environment free from discrimination, harassment, and retaliation.