Xogene

Product Support Analyst

Xogene

full-time

Posted on:

Location Type: Remote

Location: India

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About the role

  • Monitor ticket queue and manage tickets according to Support SLA
  • Investigate and resolve tickets submitted to the Support Team
  • Work with product and development teams to understand severity and impact of reported customer issues.
  • Triage tickets and escalate as appropriate to team members
  • Respond to customer tickets informatively and with professionalism
  • Participate in daily, weekly, and monthly reporting requirements
  • Maintain Support knowledgebase articles, and add additional articles as required
  • Provide timely updates to the Support Lead on the progress of tickets
  • Collaborate on the creation and maintenance of training guides, FAQs and other user documentation

Requirements

  • Bachelor’s degree or 4 years of commensurate experience
  • 3 to 7 years of experience in customer service or software support roles
  • Outstanding customer service skills
  • Excellent analytical and problem-solving skills
  • Desire to learn software solutions and quickly onboard utilizing training documentation
  • Ability to multitask and prioritize is a must
  • Good organizational skills and detail-oriented mindset
  • Ability to adapt quickly and shift priorities in fast paced environment
  • Proficiency with knowledge management and bug reporting tools
  • Excellent English verbal and written communication skills
  • Ability to work cross-functionally as a team player with strong interpersonal skills
  • Comfort with flexible hours to overlap hours with US and/or UK workdays
Benefits
  • Opportunities for growth and a clear career progression path with increasing responsibility as skills develop
  • Exposure to cutting-edge AI technologies including LLMs and conversational systems
  • Competitive compensation package including comprehensive benefits
  • A results-oriented culture that values innovation, responsibility, and professional excellence
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer servicesoftware supportanalytical skillsproblem-solving skillsknowledge managementbug reporting
Soft Skills
outstanding customer service skillsability to multitaskorganizational skillsdetail-oriented mindsetadaptabilitystrong interpersonal skillsexcellent verbal communicationexcellent written communication
Certifications
Bachelor’s degree