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Techno-Functional Support Specialists – Argus/Safety

Description:

We are looking for experienced Techno/Functional Support Specialists (Tier 2) with hands-on experience in managing and supporting Pharmacovigilance/Safety Applications. The support specialist will be responsible for supporting one or more Vitrana Applications for its customers, responding to, documenting and resolving service tickets in a timely manner according to SLA.

Responsibilities:

• Provide Application and Configuration Support to global customers for managing their deployment of Vitrana’s Applications on-premise and on the Cloud.
• Monitoring the customer facing SaaS Applications and its components on the Cloud
• Learn Ticket management tools, internal external communication and processes to deliver top quality service.
• Analyse, identify, and remediate issues within client specific environments.
• Provide exceptional customer service via phone, email and service desk tool as appropriate
• Resolve incidents including troubleshooting hardware and software issues
• Perform user administration and configuration activities
• Work closely with engineering teams to deliver with quick time-to-market and optimal resources

Requirements:

• 4-6 years of experience in providing Technical/Functional Support in rotational shifts
• Sound knowledge of Oracle Argus Safety or other PV/Safety systems
• Good knowledge of SQL and ability to write queries
• Basic/Working knowledge of Linux Operating System
• Excellent written and verbal communication skills
• Experience with ticketing and time tracking procedures.
• Relentless client-focus, and ability to consistently deliver high-quality customer service.
• Adherence to workflow best practices: attention to detail, thoroughness, and follow-through.
• Degree in Computer Science, Engineering or equivalent preferred