Job Description

T
echnical Skills & Domain Expertise
P

roficiency in Salesforce platform, including Salesforce Flow and case lifecycle management E
xperience with CRM tools and support ticketing systems S
trong command of Microsoft tools (Excel, PowerPoint, Outlook, Teams) D
ebugging skills across cloud-based applications and workflows B
asic understanding of life sciences domain and terminology W
orking knowledge of SQL and at least one programming language (Java, Python, or Apex) A
bility to generate and interpret visual reports (charts, tables) for case analytics

K
ey Responsibilities
L

ead resolution of complex and escalated support cases, ensuring timely closure and maintaining high case hygiene standards A
dhere to established support protocols to build strong client relationships and deliver consistent, high-quality service P
articipate in client calls with colleagues to accelerate resolution of Severity-1 and Severity-2 issues; initiate triage and pager duty when needed C
ollaborate with cross-functional teams (SE R&D, DevOps, Salesforce) to compile and present summaries of recurring client issues C
hampion the Queue Review initiative to enhance case hygiene and minimize SLA breaches through regular updates and team training Q
ualifications
1

- 2 years of experience in technical support or client-facing engineering roles P
roven track record in managing complex and escalated support cases with a focus on client satisfaction and process hygiene S
trong analytical capabilities with experience in trend analysis and data visualization E
xcellent communication and collaboration skills, with demonstrated success in client engagement and internal teamwork P
roactive mindset with a commitment to continuous improvement in support operations F
lexibility to work rotational shifts across APAC, EMEA, NA regions and weekends

W
hat We Offer
O

pportunity to work at the intersection of technology and life sciences E
xposure to global clients and cross-functional teams C
areer growth through technical and leadership development A
collaborative and inclusive work environment H