Makati Commercial Center, Philippines | Posted on 02/26/2024
State/Province National Capital Region (Manila) Country Philippines Job Description PSC Software's ACE platform is a revolutionary electronic Quality Management System (eQMS), electronic Document Management System (eDMS), Learning Management System (LMS), and Inspection Management System. The ACE platform is designed to streamline and simplify complex business processes. With its highly configurable, workflow-based system, the ACE platform can adapt to any business process, providing real-time tracking, management, and reporting of all compliance, quality, and operational activities. The power of the ACE platform is available in the following offerings that meet the needs of different clients.
ACE Enterprise is our flagship software option that offers unparalleled flexibility and customization options that make it easy for businesses of all sizes to meet regulatory requirements while optimizing their operations.
ACE Essentials provides an array of pre-configured workflows and standard operating procedures (SOPs) to ensure that businesses have a fully compliant, ready-to-go eQMS, eDMS, and LMS features right from the start.
ACE Inspection is a comprehensive solution designed to streamline the regulatory inspection processes, track all inspection requests, and log notes in one centralized platform that helps to prepare and respond to FDA inspections, ISO audits, or other regulatory requirements.
ABOUT OUR SUPPORT TEAM COMPOSITION:
As a SaaS solution provider, our clients' Administrators will provide most L1 User Support to solve simple issues, such as login problems and user permissions. Therefore, our Support Team consists of L2 Application Support team members who investigate more advanced problems that might require the introduction of minor changes to an application, such as configuration issues, account administration, or services restart. L2 Application Support can only be provided by engineers with a deep understanding of our software. When necessary, our L2 Application Support Engineers escalate issues to our Software Developers (L3 support) to tackle complex issues on the code and database level, and who can provide hot fixes and minor enhancements to the application.
L2 APPLICATION SUPPORT DUTIES AND RESPONSIBILITIES
Hiring for multiple shifts:
Mon-Fri 19:00-04:00 Philippine Time (07:00 – 16:00 US Eastern Daylight Time)
Mon-Fri 03:00-12:00 PHT (15:00 – 00:00 US EDT)
Sat-Wed 12:00-21:00 PST (00:00 – 09:00 US EDT)
Learn everything about our software and use that knowledge to ensure client success. Support client administrators across multiple organizations. Handle inquiries regarding all technical issues, information requests on application capabilities, navigation, and configuration. Gather information for analysis, carry out the necessary research, set up test environments, replicate issues locally, and propose resolutions or workarounds. Prioritize and triage tickets in accordance with the Service Level Agreement (SLA) and take ownership of the issue to ensure that it is resolved correctly, accurately, and within SLA deadlines. Escalate critical production issues, such as system unavailability and data integrity issues, to L3 Support while maintaining communication with the client. Be a client facing representative of the Development and Product teams. Maintain high-level customer satisfaction and customer service skills. Build strong and professional relationships with users of PSC Software's ACE application. Document solutions, workarounds, and create knowledge articles in standard Customer Service Portal. Meet weekly with Senior Technical Support Manager and other Technical Support team members to discuss issue trends and improvement opportunities. Requirements BA/BS degree (or higher) in Computer Science or related technical field.
3+ years of experience in an L2 Application Support role for SaaS solutions.
Strong customer service experience and ability to handle escalations.
Ability to troubleshoot, diagnose root cause, and provide solutions that ensure the application performs to client expectations.
Possesses the confidence, communication, and interpersonal skills to lead customers, from technical personnel to C-level executives, in urgent or critical situations.
Detail-oriented and able to manage multiple tasks and priorities in a timely manner.
Ability to quickly learn and communicate technical information.
Excellent verbal and written communication skills in English.
Preferred:
Experience as a software system administrator.
Experience in the life sciences or other heavily regulated industry.
Experience with various infrastructure services, cloud services, storage, databases, Office 365.
Experience with issue tracking systems (JIRA, etc.).
Experience with ticketing system (Freshdesk, Zendesk, ServiceNow, JSM, etc.).
Knowledge of SSO, Java, SQL, HTML, XML, JSON, SOAP, REST API, etc.
Equal Opportunity Employment Statement: PSC is committed to is committed to a policy of Equal Employment Opportunity with respect to all employees, interns, and applicants for employment. Consistent with this commitment, our policy is to comply with all applicable federal, state and local laws concerning employment discrimination. Accordingly, the Company prohibits discrimination against qualified employees, interns and applicants in all aspects of employment including, but not limited to: recruitment, interviewing, hiring (or failure or refusal to hire), evaluation, compensation, promotion, job assignment, transfer, demotion, training, leaves of absence, layoff, benefits, use of facilities, working conditions, termination and employer-sponsored activities and programs, including wellness, social and recreational programs. Employment decisions will be made without regard to an applicant's, employee's, or intern's actual or perceived: race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age (40 or older), disability, genetic information, or any other status protected by law.
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