Job Description

Work closely with fellow support team members in the United States and India to provide excellent customer support across multiple Model N customers
Lead teams of engineers in responding to problem cases submitted by customers, primarily via online call tracking system, email and telephone
Work directly with staff in professional services, product development, and product management who may be involved in specific cases reported by customers
Help manage escalations and serve as a lead resource in complex issues, guide colleagues in overall case flow management.
Use systematic methods to triage, research, diagnose, and provide workarounds or solutions to both technical and functional issues with the product
Provide feedback internally and to customers on root causes, issue patterns, and recommended changes to processes, tools, and configurations to improve the overall customer experience with the product. Follow response time and resolution time SLAs for the product
Update case records in the online support case tracking tool in a timely fashion with appropriate detail
Provide maintenance support on customization which involves fixing customization bugs and doing minor change requests on previously delivered customization\'s
Document, develop and review content for knowledge base
Provide mentoring, training or assistance to junior staff
Help test problem resolutions and defect fixes.

Qualification

• Overall 5+ years of IT experience and 3+ years of experience in providing Product Support/Technical Support for packaged enterprise-level software to large corporate clients (preferably Global 2000)
• Strong written and spoken English skills
• Java development experience
• Strong SQL skills including hands-on experience with Oracle and/or SQL server
• Excellent interpersonal skills
• Implementation experience with web based technologies \xe2\x80\x93 HTML, XML, JSP
• Experience with UNIX, Linux, Windows and MS Office Tools
• Experience with Weblogic or Websphere
• Ability to grasp new concepts quickly, and excellent problem solving skills

At Model N, we believe our collective success stems from the uniqueness of every individual\'s diverse backgrounds, experiences, and expertise; we call this the N Factor. So don\xe2\x80\x99t allow uncertainty to keep you from applying to join our team. If you don\xe2\x80\x99t meet the exact criteria but can demonstrate your skillset is the best for the job, we\xe2\x80\x99d love to talk with you. We\xe2\x80\x99re curious to know, what\xe2\x80\x99s your N Factor?

About Model N

Model N enables life sciences and high tech companies to drive growth and market share, minimizing revenue leakage throughout the revenue lifecycle. With deep industry expertise and solutions purpose-built for these industries, Model N delivers comprehensive visibility, insight and control over the complexities of commercial operations and compliance. Our integrated cloud solution is proven to automate pricing, incentive and contract decisions to scale business profitably and grow revenue. Model N is trusted across more than 120 countries by the world\xe2\x80\x99s leading pharmaceutical, medical technology, semiconductor, and high tech companies, including Johnson & Johnson, AstraZeneca, Stryker, Seagate Technology, Broadcom and Microchip Technology. For more information, visit www.modeln.com.


We\xe2\x80\x99re constantly growing and may have something for you later on if this is not the right opportunity for you. Check out our career site to learn more about Model N or view other jobs: https://www.modeln.com/company/careers/