Product Support Analyst - Multiple Teams

Job Description

The purpose of the role “Product Support Analyst” is to provide functional Level 2 support to global customers for the application through different channels. The role will be responsible for issue analysis, coordination with internal cross-functional teams, testing, data validation, client communication, SLA adherence, and continuous process improvement.

The Product Support Analyst will also be expected to leverage AI and Generative AI tools responsibly and effectively to improve research, analysis, documentation, testing, process efficiency, and overall quality of deliverables.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• This role is focused on managing Level 2 support of the Product.
• Perform the first level of analysis after an issue or change is reported by the client and coordinate with internal cross-functional teams to drive resolution.
• Perform testing after bug fixes or changes in UAT/Pre-Production environments before Production deployment and/or client sign-off.
• Conduct smoke testing and sanity checks in Production environments.
• Continuously follow up with cross-functional teams to ensure tasks and bug fixes are completed within predefined SLAs.
• Act as an effective communicator and coordinator between internal teams and clients to ensure timely resolution and closure of issues.
• Interact directly with global clients through calls, emails, chats, and other communication channels.
• Ensure adherence to SLAs and drive timely closure of client requests, incidents, changes, and ad hoc requests.
• Perform data loads through ETL procedures and validate data accuracy and completeness.
• Analyze data, identify issues or trends, and support troubleshooting and resolution activities.
• Develop, document, and continuously improve business and support processes.
• Maintain a high standard of quality across all deliverables and client interactions.
• Proactively identify opportunities to improve support processes, efficiency, quality, and customer experience.
• Strive to generate strong customer satisfaction scores through effective communication, ownership, and timely resolution.

AI & GENERATIVE AI PROFICIENCY:

The candidate should be proficient in the responsible use of AI, Generative AI, and Large Language Model (LLM) tools to improve the speed, quality, accuracy, and efficiency of project and support-related work.

This includes the ability to:

• Use AI/LLM tools for research, self-learning, issue investigation, root cause analysis, and understanding functional or business requirements.
• Use AI tools to assist in creating, editing, reviewing, and improving deliverables such as support documentation, incident summaries, root cause analysis documents, test scenarios, test scripts, test data, process documentation, status reports, client communications, and project assessments.
• Apply effective prompting techniques to obtain relevant and useful outputs while independently validating the accuracy and reliability of AI-generated information.
• Demonstrate sound judgment regarding what AI-generated content can be trusted, edited, escalated, or rejected.
• Validate AI-generated outputs for accuracy, completeness, consistency, and alignment with business and organizational standards.
• Understand and manage risks associated with AI usage, including data privacy, confidentiality, sensitive information, inaccurate outputs, and inappropriate use of customer or company data.
• Identify opportunities to use AI to automate or accelerate repetitive support, testing, documentation, analysis, and reporting activities.
• Have introductory-level experience or understanding of AI agents, agent-based workflows, or automation using AI, with the ability to contribute to the development or use of agents that improve team productivity, implementation timelines, quality, and efficiency.
• Demonstrate proven examples of using AI to deliver faster, more efficient, higher-quality, or higher-value outcomes.

Qualifications

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:

• 5+ years of relevant experience in Product Support, Application Support, Business Analysis, or a similar client-facing support role.
• Experience working in client-facing roles and directly supporting international clients, preferably across US and/or European geographies.
• Strong analytical and problem-solving skills with the ability to perform issue analysis, data interpretation, validation, and troubleshooting.
• Experience working with UAT, Pre-Production, and Production environments, including smoke testing and sanity testing.
• Experience creating or executing test scenarios, test scripts, and validating application changes.
• Strong understanding of the Software Development Life Cycle (SDLC) and software release processes.
• Proficiency in using AI/Generative AI/LLM tools for research, analysis, documentation, testing, and productivity improvement, with the ability to validate outputs and manage associated risks.
• Ability to demonstrate good accuracy, judgment, risk management, and value creation when using AI tools.
• Strong proficiency in MS Excel, including data analysis, interpretation, validation, and functions such as VLOOKUP/XLOOKUP.
• Experience using ticketing and issue management tools such as JIRA, ServiceNow, or similar platforms.
• Excellent verbal and written communication skills.
• Strong stakeholder management, coordination, and follow-up skills.
• Ability to work in a fast-paced, SLA-driven environment and drive issues through to resolution.
• Proactive, detail-oriented, and result-oriented with strong time-management skills.
• Ability to work flexible hours, including European and/or US business hours.
• Ability to quickly learn new products, technologies, processes, and AI-enabled tools.
• Experience with chat support is preferred but not mandatory.
• Ability to maintain high levels of customer satisfaction through effective communication and service delivery.

PREFERRED QUALIFICATIONS:

• BE / BTech / ME / MTech / BCA / MCA / BCS / MCS or equivalent relevant experience.
• Experience using AI or Generative AI tools to improve support operations, testing, documentation, analysis, or process efficiency.
• Exposure to AI agents, agent-based workflows, AI automation, or building simple AI-enabled workflows is preferred.
• Experience identifying and implementing process improvements or automation initiatives.

Additional Information

OUR CULTURAL BELIEFS:

Patient Minded I act with the patient’s best interest in mind.
Client Delight I own every client experience and its impact on results.
Take Action I am empowered and empower others to act now.
Grow Talent I own my development and invest in the development of others. 
Win Together I passionately connect with anyone, anywhere, anytime to achieve results.
Communication Matters I speak up to create transparent, thoughtful and timely dialogue.
Embrace Diversity I create an environment of awareness and respect.
Always Innovate I am bold and creative in everything I do.

Our team is aware of recent fraudulent job offers in the market, misrepresenting EVERSANA. Recruitment fraud is a sophisticated scam commonly perpetrated through online services using fake websites, unsolicited e-mails, or even text messages claiming to be a legitimate company. Some of these scams request personal information and even payment for training or job application fees. Please know EVERSANA would never require personal information nor payment of any kind during the employment process. We respect the personal rights of all candidates looking to explore careers at EVERSANA.

From EVERSANA’s inception, Diversity, Equity & Inclusion have always been key to our success. We are an Equal Opportunity Employer, and our employees are people with different strengths, experiences, and backgrounds who share a passion for improving the lives of patients and leading innovation within the healthcare industry. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion, and many other parts of one’s identity. All of our employees’ points of view are key to our success, and inclusion is everyone's responsibility.

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