Job Summary:

• Receive sponsor emails for troubleshooting and assistance
• Responsible for operational monitoring of studies in production
• Main sponsor contact post-Go-Live
• Escalate issues appropriately
• Provide QC and Validation assistance where needed
• Produce study-specific status reports as requested
• Collaborate with the Director, SCEs, and Delivery team to provide data status updates and resolve data issues
• Support data management activities for multiple study protocols
• Ensure accuracy, quality and timeliness of all work completed for study assignments
• Maintain a positive, results-oriented work environment, and modeling teamwork, communicating to the team in an open, balanced, and objective manner
• Ensure communication is properly documented in any JIRA or Event-tracking tool

Skills on Resume: 

• Problem Solving and Troubleshooting (Hard Skills)
• Project Management (Hard Skills)
• Quality Control and Validation (Hard Skills)
• Effective Communication (Soft Skills)
• Data Management (Hard Skills)
• Collaborative Teamwork (Soft Skills)
• Reporting and Documentation (Hard Skills)
• Regulatory Compliance and Standards Adherence (Hard Skills)

Job Summary:

• Provides first-level support of the software applications, data, products, and services. 
• Answers evaluate and prioritize service requests received via telephone, voice mail, e-mail which may entail rotating holidays and some weekends.
• Resolves product or service issues by clarifying the customer’s complaint and determining the cause of the problem
• Selecting and explaining the solution to solve the problem, and following up to ensure resolution.
• Responds to internal and external customer questions efficiently and effectively using active listening, personalization techniques, and focusing on adding value.
• Handles customer problems that appear to arise from the use of the product.
• Logs and tracks calls using applicable ticketing software and maintains history records and related problem documentation. 
• Documents customer requests, troubleshooting procedures, 
• Follow-up action items, assigned to Senior Customer Support Analyst, and conversations with customers, including instructions communicated to customers intended to resolve issues.
• Records resolution information in applicable ticketing software and maintains the accuracy of the help desk database.
• Helps create efficiencies, reduce processing risk, and enhance the Customer’s experience.

Skills on Resume: 

• Technical Support Expertise (Hard Skills)
• Problem Solving (Hard Skills)
• Customer Service Skills (Soft Skills)
• Communication (Soft Skills)
• Ticketing and Documentation (Hard Skills)
• Follow-up and Resolution (Hard Skills)
• Time Management and Prioritization (Hard Skills)
• Continuous Improvement (Soft Skills)

Job Summary:

• Escalate to a Senior Customer Support Analyst if an issue cannot be resolved within 30 minutes and qualifies as a more advanced fix.
• Works well in group problem-solving situations. 
• Look for ways to improve and promote quality.
• Adds value for customers by building relationships and trust through customer interactions and manages difficult or emotional customer situations
• Responds promptly to customer needs and solicits customer feedback to improve service
• Investigate and validate reported issues to assess risk and exposure and drive prioritization discussions.
• Communicate with Senior Customer Support Analysts regarding escalated tickets and advanced solutions to customer inquiries.
• Participate in client meetings and manage the Sponsor Desk
• Identify and solve technical problems independently
• Manage client open requests, and communicate status with all interested parties

Skills on Resume: 

• Escalation Procedures (Hard Skills)
• Group Problem-Solving (Hard Skills)
• Continuous Improvement (Soft Skills)
• Customer Relationship Management (Soft Skills)
• Responsive to Customer Needs (Soft Skills)
• Issue Investigation and Validation (Hard Skills)
• Advanced Technical Problem Solving (Hard Skills)
• Client Communication and Management (Soft Skills)

Job Summary:

• Develops an understanding of client's needs and workflows for specific product/content areas
• Contributes to content projects, including documenting findings and providing background analysis, troubleshooting, and testing
• Consistently contributes to project meetings
• Effectively communicates and discusses product/content project requirements with the appropriate engineering team
• Take on single-team management responsibility
• Monitor device heartbeats, create cases for device issues, and perform basic troubleshooting
• Answer in-bound client support phone calls
• Review content playback errors and work with Zero-In Content and Support teams to fix
• Communicate with clients on the current status of open support cases
• Configure PC/iPad/ChromeOS-based media players for initial deployment or as swap hardware

Skills on Resume: 

• Understanding Client Needs and Workflows (Hard Skills)
• Content Project Contribution (Hard Skills)
• Active Participation in Project Meetings (Soft Skills)
• Single-Team Management (Hard Skills)
• Device Monitoring and Troubleshooting (Hard Skills)
• Client Support and Communication (Soft Skills)
• Media Player Configuration (Hard Skills)

Job Summary:

• Provide timely, helpful responses and basic troubleshooting assistance to clients by phone and e-mail
• Assist non-technically oriented clients with the use of Web-based software
• Take clear ownership of designated issues submitted by customers
• Manage difficult customers and customer expectations effectively and professionally seeking help from team members
• Provide Engineering and other team members with clear and complete information, carry out recommended diagnostic steps, and gather information
• Escalate issues to management when needed
• Communicate clearly and precisely with customers regarding technical issues, setting expectations for callbacks and follow-up regarding issues
• Maintain a complete and accurate log of customer interactions and technical details
• Develop and manage a metrics-based SLA framework to drive continuous improvement within the organization
• Provide on-call support to address urgent issues
• Develop, implement, and manage operational policies and procedures for day-to-day efforts to drive a sense of urgency and empathy for clients throughout the organization

Skills on Resume: 

• Customer Service Excellence (Soft Skills)
• Technical Support (Hard Skills)
• Ownership and Accountability (Soft Skills)
• Conflict Resolution (Soft Skills)
• Communication Skills (Soft Skills)
• Information Management (Hard Skills)
• Issue Escalation (Soft Skills)
• Documentation and SLA Management (Hard Skills)

Job Summary:

• Provide first-line technical and data analysis support for clients using bespoke company software and data delivery services.
• Follow outlined procedures to raise, investigate, and follow up on all client queries and issues in a timely manner to meet outlined SLA’s.
• Carry out complete technical analysis of all client functional queries.
• Carry out a complete analysis of all client data queries.
• Escalate client issues with other internal teams providing a full analysis of the issue and a summary of the analysis carried out detailing results and findings for further technical analysis.
• Provide regular feedback and updates to the client and client account managers
• Serve as the primary interface with clients for daily relationship management while developing relationships with potential clients
• Provide client phone support, including troubleshooting of Software & Services’ proprietary software programs
• Deploy software to new clients and new versions to current clients, and plan and conduct training sessions for new clients
• Represent Software & Services positively and professionally at client user group meetings, trade shows, conventions, client visits, and software demonstrations

Skills on Resume: 

• Technical Support Skills (Hard Skills)
• Data Analysis (Hard Skills)
• Problem-Solving Abilities (Hard Skills)
• Communication Skills (Soft Skills)
• Client Relationship Management (Soft Skills)
• Training and Deployment (Hard Skills)
• Escalation Management (Hard Skills)
• Representation and Presentation (Soft Skills)