The Support Analyst will be part of the Customer Success team and will support LSPedia customers using OneScan and related compliance solutions. This role is responsible for handling customer tickets, troubleshooting product and data issues, coordinating with internal teams, and ensuring timely resolution with clear communication. The ideal candidate will have strong experience in application support, SaaS support, customer communication, SQL-based troubleshooting, and cross-functional issue resolution.
KEY RESPONSIBILITIES
Customer support and ticket handling
- Review, triage, and respond to customer support tickets.
- Understand customer issues, gather required information, and provide clear updates.
- Track ticket progress and ensure timely resolution based on priority and SLA.
- Document issue details, investigation steps, customer communication, and final resolution in the ticketing system.
- Escalate issues with proper context, impact, evidence, and supporting details.
Application and data troubleshooting
- Troubleshoot software, data, integration, and configuration issues.
- Use SQL queries to validate data, review transaction records, and identify possible root causes.
- Analyze application behavior, files, logs, error messages, and transaction history.
- Support issues related to serialization, EPCIS, product data, partner data, reporting, and customer workflows.
- Work with Engineering, Product, QA, DevOps, and Implementation teams to resolve issues.
Customer communication
- Communicate with customers in a clear, professional, and timely manner.
- Join customer calls when required to understand issues, explain findings, or provide status updates.
- Set the right expectations on progress, dependencies, and next steps.
- Maintain customer confidence during critical or time-sensitive issues.
Cross-functional coordination
- Work with internal teams to drive issue resolution.
- Share complete and accurate information with Product, Engineering, QA, DevOps, and Implementation teams.
- Follow up on open actions until closure.
- Help identify recurring issues and support long-term corrective actions.
Compliance and product learning
- Learn LSPedia products, pharmaceutical serialization, DSCSA, EPCIS, master data, and supply chain workflows.
- Understand customer processes and apply product knowledge to resolve issues.
- Follow internal SOPs, quality processes, and documentation standards. Knowledge management and improvement
- Create and update knowledge base articles, troubleshooting notes, and internal guides.
- Document recurring issue patterns and share feedback with Product and Engineering.
- Support process improvements that reduce repeated tickets and improve customer experience.
REQUIRED SKILLS AND EXPERIENCE
- 5 to 10 years of experience in application support, technical support, SaaS support, or customer support for software products.
- Good understanding of SQL.
• Ability to troubleshoot software, data, integration, and configuration issues. •
Good written and spoken English communication.
- Strong ownership, follow-up, and problem-solving skills.
- Ability to work with customers, internal teams, and cross-functional stakeholders.
- Willingness to work in rotational shifts.
- Willingness to work from office 3 days per week.
GOOD TO HAVE
- Experience in pharmaceutical serialization, supply chain, compliance, or traceability systems.
- Knowledge of DSCSA, EPCIS, GTIN, GLN, serial numbers, aggregation, ASN, or EDI.
- Experience with ticketing tools such as Freshdesk, Salesforce, Jira, Zendesk, or ServiceNow.
- Basic understanding of APIs, SFTP, AS2, XML, JSON, CSV, and file-based integrations.
- Experience reviewing application logs and working with technical teams.
- Basic Python knowledge for data analysis or automation.
EDUCATION
- Bachelor's degree in computer science, Information Technology, Engineering, Pharmacy, Life Sciences, or a related field.
- Equivalent experience in software support or technical support may also be considered.
BEHAVIORAL EXPECTATIONS
- Take ownership of assigned tickets and follow through until closure.
- Communicate early when help or escalation is needed.
- Stay calm and structured during customer escalations.
- Keep customer impact at the center of each action.
- Learn fast and apply product knowledge in daily work.
- Maintain clear documentation and follow internal processes.
- Work with a respectful and accountable approach.
