We are currently recruiting for a Team Lead for our Customer Support function in Hyderabad, India. This position will oversee a team of Support Engineers providing support for Signant Health’s IRT and SmartSupplies clinical supply management products.
The primary responsibility of the Team Lead is to oversee a 24x7x365 support team for mission-critical enterprise solutions and provide effective support to our pharmaceutical & biotech customers.
Ensuring that patients are randomized to the correct treatment and that the appropriate medication is assigned to the right patient and available at the right time is critical.
Signant Health IRT (Interactive Response Technology) is a quick-deploy solution for managing randomization and clinical supplies, trusted by leading life science companies for more than 20 years.
SmartSupplies is the only commercial enterprise solution covering the complete end-to-end clinical supply chain for global pharmaceutical and biotech organizations.
We partner with over half of the top 25 global pharmaceutical organizations and we are expanding our product from a legacy on-premise offering to a SaaS-based offering to meet quickly growing market demand.
Key Accountabilities / Decision Making & Influence
Manage and train a team of Support Engineers, including best practices, compliance with company standards, performance reviews / professional development.
Build a production support team with technical proficiency to learn and support the IRT & SmartSupplies products.
Drive day-to-day support operations including shift operations, scheduling, training and ensuring adequate 24x7x365 support coverage.
Manage Customer Support ticket queue including timely entry and follow-up on tickets as well as clear documentation of actions and next steps within ticket comments and appropriate use of ticket statuses.
Instill a high-performance culture with focus on teamwork, service excellence, and ownership for resolving customer issues.
Work with US team to implement global support policies and procedures; establish and manage processes around Customer Support with direct reports to ensure adherence to SOPs and best practices when handling Customer Support requests.
Liaise with internal cross-functional teams including Sales, R&D, Product Management, and other service functions to drive resolution of customer issues and to inform potential product fixes and enhancements for product issues identified via customer support issues.
Focus on continuous improvement and scalability of the support function; proactively identify operational areas for improvement, e.
g. process gaps, redundant manual tasks, etc., and work with the relevant team members to address these issues.
Present to internal leadership on Customer Support statistics, trends, and SLAs; effectively escalate issues to inform customer account contacts, where appropriate.
Knowledge, Skills & Attributes
Degree in Computer Science or equivalent technical experience.
6+ years of experience supporting enterprise software solutions including 3+ years of experience with relevant SaaS or cloud-based solutions
3+ years of experience supervising a team of technical agents, including team mentoring and training, oversight of staffing, shift operations, developing product knowledge, etc.
Experience working in 24x7 support operations and working with US & EU customers across multiple time zones.
Excellent English speaking and writing skills to communicate with customers and internal team members via phone and email;
ability to present technical information in a clear and concise manner to a non-technical audience.
Strong interpersonal skills with a customer success orientation, i.e. patience and calm under the pressure of solving a time-sensitive customer issue.
Familiarity with ITIL framework or other industry standards for IT incident, event, and problem management.
Experience developing and implementing metrics to measure the effectiveness of the customer support function.
Experience with Atlassian tool suite, including JIRA, JIRA Service Desk, Confluence.
Call center management experience, e.g. ACD / IVR.
Understanding of software development methodology.
Experience handling sensitive client data.
Signant Health is accelerating drug development for our customers, to provide life-saving and life-changing medications to patients faster.
We are focused on providing the best clinical trial software to our customers.