Product Support Agent
Core
First point of contact for users of DYNAMIKA™, a medical imaging platform for clinical trials, resolving issues and validating releases.
Role type
Product Support Agent
Builds
DYNAMIKA™ platform for pharmaceutical and biotech sponsors, CROs, clinical sites, and radiology readers
Domain
Medical imaging / Clinical trials / Regulated environment (21 CFR Part 11, EMA Annex 11)
Deliverable
client delivery
Required skills
Troubleshooting, issue tracking, documentation, user guidance, release validation, defect reporting, API basics, SQL basics
Preferred skills
Medical imaging exposure, clinical trials experience, regulated/GxP environment experience, Zendesk or Freshdesk familiarity
Technologies
Jira, Confluence, Zendesk, Freshdesk, Slac
Responsibilities
Act as first point of contact for user queries, troubleshoot and resolve platform issues, keep accurate records of issues and resolutions, help users understand platform features and workflows, contribute to knowledge base and user documentation, support release testing by reproducing issues and validating fixes, report and track defects for engineering
Seniority
Entry-level to mid-level
