Lead Support Analyst

Why Xogene?

At Xogene, we believe work should be enjoyable, meaningful and promote work-life balance. Working with us means joining a vibrant community of like-minded individuals who are passionate about what they do. If you thrive in a fast-paced, innovative environment and want to be part of a global team that is shaping the future of clinical trial transparency services bolstered by our suite of modern and AI-powered technology products, we would love to hear from you. Make a difference and build a rewarding career with Xogene.

Position Overview

Offering a suite of transparency services, Xogene is a leader in innovative technologies and expert services to meet global clinical trial transparency. Combining deep transparency expertise with a modern technology stack, Xogene provides software solutions to automate tedious processes and track myriad studies, regulations and statuses. Our four unique technology solutions offer different ways to streamline and enhance various aspects of the trial process, including study design, patient recruitment, data collection, monitoring, and analysis. These technologies contribute to improving the efficiency, quality and participant experience in clinical trials.

As we continue to expand, we are seeking an experienced Lead Product Support Analyst to join our dynamic team and contribute to our ongoing growth and success.  As a Lead Product Support Analyst, you will support Xogene’s software solutions by fielding customer reported issues.  You will monitor a support request queue consisting of issues escalated from customers or internal product and services teams. The Lead Product Support Analyst will be responsible for performing in-depth analysis and troubleshooting to identify the root causes of various issues. Your role will involve detailed diagnostic tasks, ensuring that problems are effectively resolved. The Lead Product Support Analyst will keep the team informed of user impact during software incidents.

Key Responsibilities

• Manage the queue to ensure timely acknowledgment and responses to customers, maintaining service level agreements

• Delegate and triage tickets as needed to appropriate team members

• Recreate reported issues, investigate their root causes to understand impact

• Conduct in-depth analysis and troubleshooting to identify resolutions

• Communicate with customers to provide timely updates and ensure their concerns are effectively addressed

• Collaborate with other departments to understand their product-related issues and suggest enhancements for improvement

• Participate in customer-facing calls to discuss and address issues when needed

• Participate in status meetings and prepare reports for monthly meetings

• Correct any inaccuracies in knowledgebase articles, and add additional articles as required

• Create and maintain support related documentation

• Collaborate on the creation and maintenance of training guides and articles and other user documentation

Qualifications and Experience

• Bachelor’s degree or 4 years of equivalent experience with software/SaaS products

• 4 years of experience in a customer service or software support position

• Proficiency with productivity software and ability to learn new systems quickly

• Strong troubleshooting and analytical thinking

• Outstanding customer service skills

• Exhibit strong logical and analytical problem-solving skills

• Ability to multitask and prioritize is a must

• Ability to adapt quickly to changing, growth-oriented environment

• Proficiency with knowledge management and bug reporting tools

• Excellent verbal and written communication skills

• Experience with new users and a teaching-oriented support style

• Experience with JIRA/Zendesk/Freshdesk a plus

Equal Opportunity Employer

Xogene is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of any kind.  We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment.  All employment decisions at Xogene are based on business needs, job requirements and individual qualifications, without regard to race, color, religion, sex (including pregnancy), sexual orientation, national origin, age, disability, genetic information, gender identity, military service, or any other basis prohibited by federal, state or local law.  We will ensure that individuals with disabilities are provided reasonable accommodations to participate in the job application process.  Please contact us to discuss any accommodations you think you may need.