Senior Support Analyst

Company: PRISYMID Ltd
Location: Westborough
Posted on: February 23, 2021

Job Description:

Purpose of the Role:PRISYM ID is seeking an experienced Enterprise Software Support analyst to join our Global Support team within a rapidly growing company, serving an expanding customer base in the Life Sciences and Medical Device Industries. The right candidate must demonstrate a "Customer First" set of values, possess a "can do" attitude, strive to provide creative solutions to customer problems, and offer/embrace changes necessary to move the Support function and Company forward. The role of Sr. Support Analyst involves working within our existing Customer Support team to provide day-to-day 1st and 2nd line technical phone and email support to our global client base. As a Sr. member of the team, you will be serving in a technical leadership capacity while providing mentorship to others in the areas of client management and customer success. PRISYM ID offers a range of solutions based on our flagship PRISYM 360 Core platform that enables content management and tracking, predominantly in the packaging and labeling domain within highly regulated industries. In addition to covering Core product capabilities, Customer-specific configurations are also supported. Response and resolution timescales must be achieved or exceeded in line with our SLA agreements, including some after-hours responsibilities for those customers with 24x7 operations (a shared responsibility within PRSIYM ID). The role will include International travel to PRISYM ID's UK headquarters for training and collaboration, as well as occasional visits to customer locations. Role and Responsibilities

• Provide 1st and 2nd line customer support as required; support activities include logging calls within the incident management system, assistance over the phone and/or via remote system access, performing problem investigation / verification, providing work-around, providing customer feedback and updates, creating KB articles, closing calls.
• Trouble shoot and diagnose customer issues with complexity involving database, application server, web server, print subsystem/agents, as well as integration with 3rd party software such as SAP ERP and Agile PLM
• Ensure all calls are handled following support workflow and within SLA
• Work efficiently with minimum distraction and maintain reasonable backlog
• Communicate clearly and precisely with customers to determine expectations for resolutions and provides workarounds to product defects
• Clearly document all interactions with customers as well as with internal departments, within PRISYM ID's Salesforce-based call tracking system (Remedyforce)
• Handle customer escalations, including those with high visibility
• Participate in forums, respond to technical questions, share product knowledge with peers as much as possible
• Create knowledgebase articles, test documentation, user guides, technical application notes, FAQs and similar customer-facing materials
• Build, configure and manage Customer-specific test environments using Virtualized Microsoft Windows servers and clients, SQL server and Oracle DBs, and IIS Web servers
• Keep abreast of appropriate Life Sciences regulatory labelling requirements
• Confirm with the PRISYMID Quality, Support and Services procedures
• Perform informal and formal execution of test scripts and completion of corresponding validation documentation as required by Regulatory and Quality guidelines
  Knowledge, Skills and ExperienceSupport skills:
  • Can empathize with the customer, anticipate and articulate the customer's problem
  • Exhibit a sense of Customer success ownership, drive customer issues to resolution and strive to deliver a positive Customer experience
  • Ability to identify needs, recommend improvements and embrace changes to the organization with a constructive attitude
  • Demonstrate a logical approach to problem solving and trouble-shooting
  • Ability to multi-task in a fast-paced environment and handle all accountabilities with minimal supervision; balance and prioritize the demands of multiple clients simultaneously while meeting SLA obligations
  • Ability to document support cases clearly and concisely
  • Desire and ability to quickly learn new concepts and technology
  • Strong knowledge of software support procedures and practices
  • Knowledge and experience on KCS knowledge management practice desired but not required
  • Able to work alternate shifts to accommodate clients in different time zones, including 12p-8pm ET and 24x7 rotation as scheduled
  • Able to travel to Client sites and other PRISYM ID office locations when condition allows Technical skills:
    • BMC RemedyForce user experience with ability to design reports and dashboards
    • Fluent with Microsoft Windows Operating Systems both client and server
    • Experience with Microsoft IIS 6 and above
    • Knowledge and experience with relational databases: SQL Server 2000 and above and/or Oracle 10g and above
    • Experience with Microsoft Virtual Machine/Server, Hyper-V and/or VMWare
    • Basic understanding of computer networks and how to trouble-shoot networking related issues
    • Knowledge about Web-based software applications and how to trouble shoot
    • Experience supporting or using document management, printing and/or labelling SW solutions across the enterprise
    • Knowledge and experience in web services
    • Knowledge and experience in trouble shooting and supporting of Windows-based applications
    • Knowledge and experience with N-tier applications
    • Knowledge and experience with ODBC preferred
      --- Good to have: BMC RemedyForce scripting skill a plus Qualifications needed for the roleBachelor's degree in Computer Science, CIS, MIS, Computing Systems, or related technical field and / or a background or experience in a Software technical support role

Keywords: PRISYMID Ltd, Worcester , Senior Support Analyst, Professions , Westborough, Massachusetts