Job Description
Product Support Specialist
The Role
As a Product Support Specialist at PHARMASEAL, you will ensure exceptional support for our end-users. Your primary responsibilities will include identifying, researching, and resolving issues; delivering both operational and technical training for customers; and collaborating with Product, Engineering, and Quality teams to maximise customer satisfaction. You will provide technical product support for both internal and external customers and partners utilising the Engility Platform, managing the receipt, triage, and coordination of all customer issues while maintaining regular communication to keep customers informed of the status. With a proven track record of enhancing customer satisfaction, you will handle the escalation of customer issues during and post-implementation, ensuring prompt engagement of relevant PHARMASEAL functions (including Engineering, Product, Commercial and Quality) for timely resolution. Additionally, you will take the lead in documenting and maintaining product and support processes and knowledge bases as new capabilities are introduced to the platform.
Primary Responsibilities
Product Support Specialist’s are responsible for:
Product Support
- Provide support covering all issues, primarily related to PHARMASEAL’s Engility® Trial Management Platform.
- Troubleshoot issues, including system unavailability and data integrity issues, and propose resolutions or workarounds to maintain customer satisfaction.
- Reproduce and diagnose technical problems, communicate updates to clients, and coordinate resolutions with other PHARMASEAL functions.
- Ensure accurate handling of escalations to other PHARMASEAL functions, ensuring that Service Level Agreements are always met.
- Collaborate with Product Management for customer enhancement requests and prioritisation of issues directly impacting customers that are reported through the support channel.
- Act as the point of contact to customers, taking total ownership of an issue to see it through to completion.
Product Knowledge Base
- Manage and assist in developing and revising product documentation, including training presentations, exercises, quick reference guides, and other support materials.
- Assist in the development of customer-facing materials about upcoming product releases.
- Lead the creation and maintenance of knowledgebases for all PHARMASEAL software offerings.
- Work closely with Quality to review and confirm or improve all support SOPs and process documentation.
Process Improvement
- Collect and analyse support data to identify current support statistics, trends, and opportunities for improvement.
- Develop and maintain metrics and dashboards to monitor customer health for use by other customer-facing functions.
- Produce regular reports on support ticket volumes, response times, and resolution rates.
- Identify recurring issues and trends to recommend process improvements and reduce the number of support tickets.
- Collaborate with cross-functional teams to implement strategies based on data insights for enhancing customer experience and support efficiency.
- Work closely with Quality to review and confirm or improve all support SOPs and process documentation.
Skills & Experience
Essential
- A minimum of 2-3 years of experience in helpdesk/customer support of software products.
- Nottingham-based with hybrid working arrangements, 3 days in the office.
- Ability to clearly and effectively communicate with customers and team members, both verbally and in writing.
- Aptitude for identifying issues, researching solutions, and resolving customer problems efficiently.
- Competence in using support software, troubleshooting technical issues, and understanding the product or service.
- Capacity to understand customer concerns and handle interactions with empathy and patience, even in challenging situations.
- Ability to prioritise tasks, manage multiple support tickets simultaneously, and meet response and resolution time targets.
- Proficiency in collecting, interpreting, and analysing support data to identify trends, measure performance, and recommend improvements.
- Self-motivated, experience working independently with minimal guidance in a rapidly changing environment and handling pressure.
Desirable
- Knowledge of AsciiDoctor, document markup languages, or other customer support documentation tools.
- Experience in life sciences and clinical trials; particularly CTMS (Clinical Trial Management Systems) or eTMF (Electronic Trial Master File).
- Experience in producing customer support documentation and user training documentation/videos.
- Proficiency in using customer relationship management (CRM) and support ticketing systems, such as Salesforce, Zoho Desk, or others to manage customer interactions and track support requests.
- Understanding of Ruby on Rails, Java, SQL, HTML, XML, JSON, and REST APIs.
- Experience working in a start-up/scale-up environment.
Education
- Graduate or equivalent experience.