Technical Support Analyst

IntegriChain

  • Pune, Maharashtra
  • Permanent
  • Full-time
  • 17 days ago
Company DescriptionIntegriChain 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 , or follow us on Twitter @ and .Job DescriptionKey Responsibilities:
  • Respond to functional queries and workaround for production bugs.
  • Perform a root cause analysis for application issues and deploy the fix for the tickets 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.
  • Strict adherence to the established SLA and the SOP.
  • Resolve high-priority Application Support Tickets.
  • Work in close collaboration with Product Management and Product Engineering teams to cater to the technical needs of end users/customers.
  • Any new process or change to an existing process to be documented and/or creating new SOPs.
  • Perform impact analysis and manual testing.
  • Ensure change management processes are compliant with audit requirements.
  • Ticketing customer issues and tracking them to closure.
  • Complying with additional customer-specific controls, where relevant.
  • Improving processes by ensuring operating procedures are up-to-date and relevant.
  • Enhance application quality by identifying and recommending areas for improvement.
Qualifications
  • Familiarity with SQL querying and MS SQL Server Management Studio
  • Knowledge of SQL stored procedures, functions, and triggers in MSSQL.
  • Be able to understand technical specs and data models.
  • Must have experience in collaborating with North American stakeholders/customers.
  • Experience in working on ticketing tools like Zendesk/JIRA.
  • Proficiency in MS SQL and MS Excel.
  • Excellent organizational and time management skills.
  • Strong problem-solving abilities.
  • Effective communication and interpersonal skills.
  • Experience working with USA-based stakeholders is a must.
  • Ability to adapt to a dynamic and fast-paced work environment.
  • Strong commitment to quality and customer satisfaction is a must.
Position Schedule Requirements
  • Should be flexible to start work in the afternoon hours (IST 01.00PM to 10.00PM)
If you are a motivated and dedicated individual with the necessary leadership skills and technical proficiency, we encourage you to apply for this exciting opportunity to help drive our team's success.#LI-YG1Additional InformationWhat does IntegriChain have to offer?
  • 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
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.

IntegriChain