Product Support Analyst - Remote

1w1 week ago

Xogene

Remote · Full-time · INR 800,000 – INR 1,800,000

About this role

At Xogene, we’re revolutionizing the future of clinical trial transparency through AI-powered solutions. Join our team of experts transforming how leading pharmaceutical and life sciences companies navigate regulatory compliance. Our software streamlines workflows through AI and agentic networking capabilities, improving data transformation.

As a Product Support Analyst, you will support Xogene’s software solutions by fielding tier 2 technical issues. Monitor a support request queue consisting of issues escalated from customers or internal product and services teams. Keep the team informed of user impact during software incidents.

Work in a dynamic team environment, collaborating cross-functionally with product and development teams. Thrive in small, agile teams with a fast-paced setting requiring quick adaptation and priority shifts. Overlap hours with US and UK workdays for seamless communication.

Opportunities for growth include a clear career progression path with increasing responsibility as skills develop. Gain exposure to cutting-edge AI technologies including LLMs and conversational systems. Passion for continual learning drives excellent customer experience in clinical trial transparency.

Requirements

Bachelor’s degree or 4 years of commensurate experience
3 to 7 years of experience in customer service or software support roles
Outstanding customer service skills
Excellent analytical and problem-solving skills
Desire to learn software solutions and quickly onboard utilizing training documentation
Ability to multitask and prioritize
Proficiency with knowledge management and bug reporting tools
Excellent English verbal and written communication skills

Responsibilities

Monitor ticket queue and manage tickets according to Support SLA
Investigate and resolve tickets submitted to the Support Team
Work with product and development teams to understand severity and impact of reported customer issues
Triage tickets and escalate as appropriate to team members
Respond to customer tickets informatively and with professionalism
Participate in daily, weekly, and monthly reporting requirements
Maintain Support knowledgebase articles, and add additional articles as required
Provide timely updates to the Support Lead on the progress of tickets

Benefits

Opportunities for growth and a clear career progression path with increasing responsibility as skills develop
Exposure to cutting-edge AI technologies including LLMs and conversational systems
Remote work with flexible hours to overlap US and UK workdays