Senior Product Support Specialist

2 days ago

East Hanover, New Jersey, United States Indegene Full time
Job Title: Senior Product Support Analyst

We are seeking a highly skilled Senior Product Support Analyst to join our team at Indegene. As a key member of our Marketing Operations and Demand Management team, you will play a critical role in driving platform adoption and ensuring seamless support for our clients.

Key Responsibilities:
  • Drive platform adoption across multiple stakeholders and external agency partners, owning training and adoption for end users to empower them to use the platform effectively.
  • Conduct regular platform demos, coordinate feature enhancement communication, and planned release management activities.
  • Serve as an onshore helpdesk lead, track and manage all helpdesk tickets to closure working along with the offshore product support team.
  • Serve as the first escalation point of contact and subject matter expert in relation to all platform-related queries.
  • Serve as a workstream point of contact for coordinating data inputs with internal teams, define new ways of working for efficient management of data gathering and input into the platform.
  • Effectively manage multiple ad-hoc reporting requests, brand and agency requests relating to platform support.
  • Provide regular feedback to the product development team based on stakeholder feedback gathered during various interactions.
  • Actively support the demand lead in day-to-day operational activities.
Requirements:
  • Educational Background – Graduate/Post-Graduate with preferably a bachelor's degree.
  • Similar experience of working as a product support/analyst/product manager.
  • Has good interpersonal, presentation, and facilitation skills.
  • Excellent communication skills.
  • Ability to build trusted relationships with key stakeholders.
  • Proactive attitude, ability to learn, drive innovation, and continuous improvement.
  • Ability to set priorities and meet deadlines.
  • Ability to communicate effectively, has natural project management and critical thinking skills along with cultural awareness to effectively work with different stakeholders.
Additional Desired Qualities:
  • Pharmaceutical or Healthcare Industry knowledge.
  • Proficiency in Microsoft Office (Word, PowerPoint, and Excel).

This is a Hybrid Remote/WFH and Office role with 2-3 days per week at our client's Office in East Hannover, New Jersey. Therefore, the successful candidate should live within a commutable distance.

Indegene is proud to be an Equal Employment Employer and is committed to the culture of Inclusion and Diversity. We do not discriminate on the basis of race, religion, sex, colour, age, national origin, pregnancy, sexual orientation, physical ability, or any other characteristics. All employment decisions, from hiring to separation, will be based on business requirements, the candidate's merit, and qualification.

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