Senior Technical Support Specialist

3 days ago


Manila, National Capital Region, Philippines PSC Biotech Full time

PSC Biotech is a leading provider of innovative software solutions for the life sciences industry. We are seeking an experienced Senior Technical Support Specialist to join our dynamic support team.

About the Role:

This role is primarily responsible for providing advanced technical support for our configurable SaaS applications, ensuring smooth operation and client success. The ideal candidate will have hands-on experience with software administration, particularly in configurable systems such as Veeva Vault, Atlassian JIRA, Trackwise, and other eQMS or LMS platforms.

Key Responsibilities:
  • Provide expert support for SaaS solutions, helping client administrators across various organizations with technical inquiries and application configuration.
  • Troubleshoot complex issues related to SaaS platforms, including configuration, account management, and minor service disruptions.
  • Investigate issues, gather data for analysis, set up test environments, and replicate problems to propose solutions or workarounds.
  • Take ownership of tickets, prioritize based on SLA, and ensure timely resolution of issues, from minor configuration problems to critical system outages.
  • Work closely with the L3 Support team to escalate and resolve critical production issues, ensuring effective communication with clients throughout the process.
  • Collaborate with the Development and Product teams, providing client-facing support and building strong, professional relationships with users.
  • Document solutions, workarounds, and knowledge articles within our Customer Service Portal.
  • Regularly meet with the Senior Technical Support Manager to discuss trends, insights, and opportunities for continuous improvement.


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