Customer Support Engineer

Full-Time, Hybrid
Permanent Contract
Raleigh, NC / St Joseph, MO – USA

Summary
As a key member of the Customer Support team, the mission of the Customer Support Engineer is to answer customer requests and issues regarding to the usage of Ennov Software, from a functional or technical perspective. When required, the Customer Support Engineer will work with or escalate within different departments at Ennov, such as Hosting, Integration, Professional Services or Developers.

Duties & Responsibilities
The Customer Support Engineer performs a wide range of duties, including some or all of the following:

  • Answering to customer tickets posted from the Online Customer Support Platform or received by email or phone calls.
  • Replicating issues and problems encountered by the customers to Ennov internal servers.
  • Forwarding any none-conformity to the Ennov R&D or Hosting departments.
  • Encourage the customers to raise any improvement suggestions from the Online Customer Support Platform.
  • Forwarding any customer quotation requests (for future or existing projects) to the sales department
  • Updating the Ennov Support Knowledge Database
  • Performing any intervention of a technical nature on the servers hosting our software

Skills & Qualifications

Must-Have Requirements

  • Degree: Bachelor’s degree preferred, relevant experience can be substituted. – Entry level is accepted.
  • Language: excellent written and verbal communication skills in English
  • Operating Systems: Windows, Linux
  • Database: MySQL, SQL Server, Oracle
  • Application Server: JBOSS, Wildly, IIS
  • Language: SQL, JavaScript, XML
  • Qualities: Strong problem solving skills with analytical mind, attention to detail, attentiveness
  • Must be a U.S Resident or currently able to legally work in the U.S.

Nice to have requirements

  • Pharma Industry Process / Drug Life Cycle knowledge
  • Speak an additional language (e.g. Spanish, French, German, etc.)

About Ennov
Headquartered in Paris, France, with offices in the North America, Europe, and Asia, Ennov provides the most original, comprehensive and cost-effective suite of web-based software solutions for the Life Sciences industry. From leading pharmaceutical companies to emerging biotechs, we proudly serve over 250 companies and 250,000 users around the world.

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