Application Support Specialist – Life Sciences & Publishing Platforms Molecular Connections

1.0 - 3.0 years

0 Lacs

bengaluru, karnataka, india

Remote

We are seeking a detail-oriented and proactive Application Support Specialist to provide first-line support for enterprise software products used in the life sciences and publishing domains. This role involves assisting researchers, editors, and domain professionals with day-to-day technical issues, guiding them through platform functionalities, and escalating complex problems to higher support tiers when needed. The ideal candidate will have a background in life sciences or related scientific fields , a strong grasp of digital technologies, and a genuine interest in supporting users working with scientific data, content workflows, and research publication systems . Prior experience working with European customers and familiarity with life sciences , research workflows , or scientific content management will be considered a strong advantage. Qualifications & Skills Required: Bachelors/Masters degree in any Life Science/Medical Field 1+ years of experience in a helpdesk, product support, or L1 technical support role. Strong verbal and written communication skills in English. Experience supporting or communicating with international clients, preferably European. Familiarity with support ticketing and service desk tools such as: Jira Service Management / Jira Service Desk/Redmine/Freshdesk/HelpScout Proficiency in understanding and troubleshooting application-related issues. Ability to use AI tools (e.g., ChatGPT, Google Translate, or other LLMs) to interpret and respond to user content or queries written in various European languages. Basic understanding of platforms that manage structured workflows or scientific datasets. Preferred: Experience supporting platforms or customers in the life sciences, academic publishing, or data science sectors. Ability to manage support for multiple products/modules simultaneously. Experience creating help documentation or maintaining support wikis. Familiarity with tools such as: Confluence (for documentation) Microsoft Excel / Google Sheets File formats like CSV, JSON, or XML Remote support tools (e.g., TeamViewer, AnyDesk) Experience 1+ years in a support or helpdesk role Roles & Responsibilities Serve as the first point of contact for customers encountering issues with business applications. Provide prompt and professional responses to support tickets, emails, or chat queries. Troubleshoot common user issues, guide users through application features, and provide clear step-by-step instructions. Document all support interactions and maintain accurate ticket records. Escalate complex issues to L2 support or technical teams with well-documented context and logs. Contribute to the internal knowledge base by creating solution articles, how-tos, and FAQs. Monitor support queues and ensure timely resolution in line with defined SLAs. Collaborate with internal teams to identify patterns in support queries and suggest usability improvements. Work with users from different European countries, using translation tools and large language models (LLMs) to interpret issues or documentation when content is not in English. Show more Show less

Posted 2 weeks ago

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User Experience Researcher Infogain

5.0 - 9.0 years

0 Lacs

karnataka

On-site

As a Senior UX Researcher, you will be instrumental in elevating user experience by leveraging data and research insights strategically. Your primary responsibility will involve close collaboration with the UX team and cross-functional partners to infuse a rigorous research perspective into strategic decisions that drive value for both users and the business. To excel in this role, we are seeking a candidate with over 5 years of experience in an in-house research team or relevant work environment, along with a degree in a relevant discipline. Proficiency in both quantitative and qualitative research methods, as well as the ability to write comprehensive reports and internal communications, are essential. Strong communication and analytical skills, along with a proven track record of independent work and cross-functional collaboration, are key attributes we are looking for. Experience with agile processes and delivery models, coupled with a meticulous approach to documentation and organization, will be highly valued. Familiarity with tools such as Pendo, User Testing, Hotjar, Jira, and others listed is preferred. Additional points will be awarded for SaaS experience and a flexible mindset comfortable with ambiguity. In this role, you will drive user-centric improvements by leading initiatives that align solutions with user needs and business objectives. You will champion research in strategic decisions, ensuring evidence-based perspectives guide solutions. Supporting the UX team, you will integrate research insights into design solutions, streamline workflows, and maintain best practices for collaboration and documentation. Your responsibilities will also include knowledge sharing, shaping UX strategy, conducting in-depth research, staying abreast of industry trends, and advocating for research and design excellence across the organization. Building strong relationships and fostering a collaborative environment for growth, innovation, and excellence within the UX team will be vital to your success in this role.,

Posted 1 month ago

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