Customer Support Engineer
Customer Support Engineer
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
About MasterControl:
MasterControl Inc. is a leading provider of cloudbased quality and compliance software for life sciences and other regulated industries. Our mission is the same as that of our customers to bring lifechanging products to more people sooner. The MasterControl Platform helps organizations digitize automate and connect quality and compliance processes across the regulated product development life cycle. Over 1000 companies worldwide rely on MasterControl solutions to achieve new levels of operational excellence across product development clinical trials regulatory affairs quality management supply chain manufacturing and postmarket surveillance. For more information visit www.mastercontrol.
SUMMARY
The Customer Support Engineer (CSE) provides indepth application technical support to MasterControl customers. The CSE carries out troubleshooting and root cause analysis while resolving advanced technical issues for our customers. CSEs work with fellow team members service consultants sales operations and other company resources to increase customer satisfaction and loyalty. CSEs act as the customers first point of contact and are responsible for the identification of software defects as well as the reporting of such to development while providing interim solutions when available and necessary.
This position works with other internal resources to ensure that issues are resolved in a timely fashion. CSEs follow technical support industrystandard best practices concepts and procedures. A certain degree of creativity and latitude is required. Full product training will be part of the onboarding process for the successful candidate
RESPONSIBILITIES
- Exceeding customer expectations by providing a tailored service experience.
- Identify and resolve customer issues via incoming calls emails etc.
- Provide customers with knowledge regarding software functionality and best practices.
- Identify and reproduce software defects for submission to development.
- Provide Customers with root cause analysis and indepth troubleshooting.
- Meet and exceed Service Level Agreements through effective incident management.
- Writing Technical Documentation (English and Japanese).
- Contributes to the departments Key Performance Indicators (KPI)
- Performs software implementation installation and upgrades to MasterControl customers.
- Updates and maintains reports for customers and key internal contacts.
- Provides backup support to other CSE team members.
- Works directly with escalation engineers to assure resolution of critical customer issues.
- Provide and participate in technical training and knowledge transfer for new or complex products.
- Contribute to overall content and quality of knowledge base utilizing the KnowledgeCentered Support principles.
- As directed performs special projects.
PREFERRED SKILLS
- Japanese and English language speaking/writing skills required
- Excellent customer relationship and advocacy skills.
- Advanced application troubleshooting skills.
- Database management knowledge / MS SQL experience required.
- Attention to detail.
- Professionallevel writing and communication skills.
- LDAP & Active Directory experience / knowledge desirable
- Understanding virtual environments. Strong experience desirable.
- Programming experience / knowledge (Java Script HTML) helpful
PHYSICAL DEMANDS AND WORKING CONDITIONS
- May work a variety of schedule hours as required
- Travel may be required
Why Work Here
#WhyWorkAnywhereElse
MasterControl is a place where Exceptional Teams come together to do their best work. In fact hiring Exceptional Teams is a core value of ours. MasterControl employees are surrounded by intelligent motivated and collaborative individuals. We like to call it #TheBestTeamOnThePlanet.
We work hard to develop and challenge our employees skillsets recognize their contributions encourage professional development and offer a oneofakind culture. This is why we say #WhyWorkAnywhereElse
MasterControl could be your next (and last) career move!
Here are some of the benefits MasterControl employees enjoy:
- Competitive compensation
- Schedule flexibility
- Fitness clubs (you get paid to have fun and be active!
- Company parties and employee recognition programs
- Much much more!
MasterControl is an Equal Opportunity Employer. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying you may contact or calland ask to speak with a member of Human Resources.
Equal Opportunity Employer including disability and protected veteran status
Employment Type
Full Time
