Job Description
Product Support Analyst role at Alanda Software is a great opportunity to be a part of a team that is solving problems and optimizing the customer experience.
THE JOB
As a Product Support Analyst, you will be on the front line with our clients and play a vital role on our Client Services team and in the success of our company. We want you to become an expert in our software, understand the market space and ultimately help our clients to best utilize our solution to meet their needs. You would be working with our clients to configure and manage our solutions on their behalf. A key part of this role is educating clients on product capabilities, product demonstrations, detailed discussions and helping manage the overall success of the relationship.
WHAT YOU WILL BE DOING:
· Management of your client account(s)
· Monitor client status to ensure an issue-free usage of the products.
· Understand business challenges and cases, directly solve problems or translate them into internal mechanisms to resolve problems.
· Be proactive in identifying issues and cases on behalf of clients to maximize the value they get out of our products.
· Manage and resolve data quality issues on behalf of clients.
· Advocate client requirements among internal teams and support internal product development lifecycle.
· Create and organize documentation to maintain a knowledge base, user manuals and training materials.
· Engage in services to augment the client’s internal capabilities.
· Escalate tickets to appropriate departments utilizing ticket tracking system.
· Prepare and present periodic business reports.
· Configuration of software
· Act as client system administrator
· Training users on system usage
SKILLS WE ARE LOOKING FOR:
· 2-4 years of professional experience is required (experience in the Life Science Industry is preferred)
· MS Office – Excel, Word and PowerPoint proficiency
· Exceptional analytical and problem-solving skills
· Excellent communication skills (written and verbal)
· Usage of AI for communications is a plus
· Strong attention to detail
· Great interpersonal skills
· Highly organized
· Transparency compliance experience is a plus.
OUR COMPANY
Alanda Software is a cloud solutions company that is focused on transparency compliance, data quality and hcp engagement for Pharmaceutical and Medical Device companies. We provide a suite of cloud-based products to our clients to address their challenging data quality issues, help them meet global spend transparency reporting obligations, and provide analytical tools for stronger insight. We are focused on delivering superior software and services to every one of our clients.
Location: Remote
Working Legal Status: Only US Citizens, Permanent Legal Residents, Green Card or GC EAD card holders are welcome to apply.
Company Description
Alanda Software is a cloud solutions company that is focused on transparency compliance, data quality and hcp engagement for Pharmaceutical and Medical Device companies. We provide a suite of cloud-based products to our clients to address their challenging data quality issues, help them meet global spend transparency reporting obligations, and provide analytical tools for stronger insight. We are focused on delivering superior software and services to every one of our clients.
Alanda Software is a cloud solutions company that is focused on transparency compliance, data quality and hcp engagement for Pharmaceutical and Medical Device companies. We provide a suite of cloud-based products to our clients to address their challenging data quality issues, help them meet global spend transparency reporting obligations, and provide analytical tools for stronger insight. We are focused on delivering superior software and services to every one of our clients.