About InfoDesk www.infodesk.com Infodesk is the leading enterprise intelligence management SaaS platform, serving the top 100 companies across global life sciences, government, professional, and investment services. InfoDesk’ s proprietary "Smarter Data" \technology gathers, normalizes, enriches, and summarizes content in real-time from external and internal sources to deliver business-critical insights that help clients increase their competitive awareness, mitigate risks, and make confident data-driven strategic decisions. We are seeking a highly motivated and customer-focused Product Support Specialist to join our IT team. As a Product Support Specialist, you will play a critical role in ensuring the success of our software products by providing exceptional technical support to our clients and internal stakeholders. You will serve as the primary point of contact for troubleshooting and resolving product-related issues, ensuring customer satisfaction, and driving continuous improvement. Responsibilities: Technical Support: Provide timely and effective technical assistance to customers and internal teams, resolving software product issues and inquiries through various channels such as email and chat. Troubleshoot problems, diagnose root causes, and guide users through step-by-step solutions. Customer Relationship Management: Build and maintain positive relationships with customers by understanding their needs, addressing concerns, and ensuring a high level of satisfaction. Manage customer expectations, set clear deliverables, and provide regular updates on issue resolution progress. Issue Escalation and Collaboration: Collaborate with cross-functional teams, including developers, engineers, and product managers, to escalate and resolve complex technical issues. Act as a liaison between customers and internal stakeholders, ensuring efficient and effective communication throughout the resolution process. Product Testing and Feedback: Collaborate with the product development team to test new features and enhancements, providing feedback on usability, functionality, and potential areas for improvement. Participate in beta testing programs and provide valuable insights to help shape the product roadmap. Continuous Improvement: Proactively identify trends, recurring issues, and opportunities for process improvement. Collaborate with the team to develop and implement strategies to enhance the overall support experience, including automation, self-service options, and improved monitoring and reporting capabilities. Salesforce Analyst: Maintain and optimize the Salesforce platform, handling user support, data integrity, and system configuration to align with evolving business needs. Required Experience: Bachelor’s degree in computer science, Information Technology, or a related field (or equivalent work experience). Proven experience in a customer-facing technical support role, preferably in the software industry. Familiarity with IT service management principles, ticketing systems, and customer relationship management (CRM) tools. Proficiency in troubleshooting software applications, networks, and operating systems. Strong knowledge of database concepts, SQL queries, data analysis and Salesforce configurations Understanding of web technologies (HTML, CSS, JavaScript), APIs, and integrations.
About InfoDesk www.infodesk.com Infodesk is the leading enterprise intelligence management SaaS platform, serving the top 100 companies across global life sciences, government, professional, and investment services.InfoDesk s proprietary "Smarter Data" \technology gathers, normalizes, enriches, and summarizes content in real-time from external and internal sources to deliver business-critical insights that help clients increase their competitive awareness, mitigate risks, and make confident data-driven strategic decisions. Responsibilities: Technical Support: Provide timely and effective technical assistance to customers and internal teams, resolving software product issues and inquiries through various channels such as email and chat. Troubleshoot problems, diagnose root causes, and guide users through step-by-step solutions. Customer Relationship Management : Build and maintain positive relationships with customers by understanding their needs, addressing concerns, and ensuring a high level of satisfaction. Manage customer expectations, set clear deliverables, and provide regular updates on issue resolution progress. Issue Escalation and Collaboration: Collaborate with cross-functional teams, including developers, engineers, and product managers, to escalate and resolve complex technical issues. Act as a liaison between customers and internal stakeholders, ensuring efficient and effective communication throughout the resolution process. Product Testing and Feedback: Collaborate with the product development team to test new features and enhancements, providing feedback on usability, functionality, and potential areas for improvement. Participate in beta testing programs and provide valuable insights to help shape the product roadmap. Continuous Improvement: Proactively identify trends, recurring issues, and opportunities for process improvement. Collaborate with the team to develop and implement strategies to enhance the overall support experience, including automation, self-service options, and improved monitoring and reporting capabilities. Salesforce Analyst: Maintain and optimize the Salesforce platform, handling user support, data integrity, and system configuration to align with evolving business needs. Required Experience: Bachelors degree in computer science, Information Technology, or a related field (or equivalent work experience). Proven experience in a customer-facing technical support role, preferably in the software industry. Familiarity with IT service management principles, ticketing systems, and customer relationship management (CRM) tools. Proficiency in troubleshooting software applications, networks, and operating systems. Strong knowledge of database concepts, SQL queries, data analysis and Salesforce configurations Understanding of web technologies (HTML, CSS, JavaScript), APIs, and integrations. Excellent verbal and written communication skills, with the ability to explain technical concepts to nontechnical users. Strong active listening skills and the ability to empathize with customers' concerns.
About Infodesk www.infodesk.com Infodesk is the leading enterprise intelligence management SaaS platform, serving the top 100 companies across global life sciences, government, professional, and investment services. InfoDesk's proprietary "Smarter Data" technology gathers, normalizes, enriches, and summarizes content in real time from external and internal sources to deliver business-critical insights that help clients increase their competitive awareness, mitigate risks, and make confident data-driven strategic decisions. InfoDesk is looking for a Senior Regulatory Delivery Analyst to provide and manage projects that meet the custom information needs of high-profile, clientele of global pharmaceutical and biotech companies. This is a unique role and to be successful, you will have a deep understanding of regulatory submissions and requirements or product development, including research, clinical trials, manufacturing practices, regulations and approvals processes. Responsibilities: Ensure completion of regulatory projects for InfoDesk’s customers in line with customer scope Work directly with InfoDesk internal stake holders establish and enforce scope of work and enable InfoDesk’s teams to fulfill services according to scope Research publicly available websites from Regulatory Authorities and other relevant websites to identify and manage the information strategy process. Create searches and apply standard “search logic” (including Boolean) to find certain websites that provide information on applicable laws and regulations. Evaluate applicable laws and regulations to determine impact on company and client activities Identify and interpret relevant regulatory guidelines, as they relate to InfoDesk client projects Advise others on regulatory and compliance matters, as they relate to InfoDesk client projects Explain regulations, policies, or procedures, as they relate to Infodesk stakeholders Coordinate regulatory documentation activities, in accordance to client project scopes Provide technical review of data orreports Maintain data in information systems or databases Ability to navigate the Web and tools to consume content, like RSS, Google Alerts etc. Must have: BA/BS in scientific/engineering/healthcare discipline, Masters, PharmD or Ph.D preferred 10-18 years in the Pharmaceutical Industry orregulatory strategy or similar training / experience Strong knowledge of current North America and EU regulations, and familiarity with internationalregulations. Knowledge of and broad experience with regulatory procedures and legislation for drug/device development (specifically GxPs), product registration, line extension and license maintenance (US, CA & EU required). Understanding of regulatory controls and marketing pathways INDs/IDEs/BLAs/NDAs/510(k)s/PMAs, marketing applications and other regulatory submissions and pathways (orphan drug, PRIME, IRP etc) Ability to manage complex projects and timelines in a multinational/multicultural team environment
Key Responsibilities Technical Support & Customer Engagement : Provide timely, effective technical support to customers and internal teams via email, chat, or other communication channels. Troubleshoot software issues, identify root causes, and guide users through solutions in a clear, step-by-step manner. Build strong relationships with customers by understanding their needs and proactively addressing concerns. Set realistic expectations and provide regular updates on issue status and resolution. Issue Escalation & Internal Collaboration Collaborate with developers, product managers, and engineering teams to resolve complex technical issues. Act as a liaison between customers and internal stakeholders, ensuring smooth communication and swift resolution of escalated issues. Product Testing & Feedback Partner with product teams to test new features and enhancements. Provide usability feedback and suggest improvements to functionality based on customer interactions and real-world usage. Participate in beta testing programs and contribute to shaping the product roadmap. Continuous Improvement & Innovation Identify recurring issues and patterns, and suggest improvements to enhance support workflows. Support the implementation of automation tools, self-service content, and better reporting mechanisms. Salesforce Administration Maintain, configure, and optimize the Salesforce platform to meet evolving business needs. Ensure data integrity, handle user support requests, and support reporting and dashboard creation. Required Qualifications Bachelors degree in Computer Science, Information Technology, or a related field (or equivalent practical experience). Proven experience in a technical support or customer success role within the software industry. Hands-on experience with Salesforce administration and CRM support. Strong understanding of IT service management principles and ticketing systems. Proficiency in troubleshooting software applications, operating systems, and basic networking. Solid knowledge of SQL, data analysis, and database concepts. Familiarity with web technologies (HTML, CSS, JavaScript), APIs, and third-party integrations. Excellent written and verbal communication skills, with the ability to translate technical language for non-technical users. Strong active listening and problem-solving skills. Nice To Have Salesforce certification (e.g., Salesforce Administrator or Advanced Administrator). Experience with automation tools or scripting languages. Exposure to Agile/Scrum development environments (ref:hirist.tech)
About Infodesk www.infodesk.com Infodesk is the leading enterprise intelligence management SaaS platform, serving the top 100 companies acrossglobal life sciences,government, professional, and investment services.Infodesk's proprietary "Smarter Data" technology gathers, normalizes, enriches, and summarizes content in real time from external and internal sources to deliver business-critical insights that help clients increase their competitive awareness, mitigate risks, and make confident data-driven strategic decisions. Infodesk is looking for a Senior Drug Safety Regulatory Analyst to provideand manage projects that meet the custom information needs of high-profile, clientele of global pharmaceutical and biotech companies. This is a unique role and to be successful, you will have a deep understanding of regulatory submissions and requirements or product development, including research, clinical trials, manufacturing practices, regulations and approvals processes. Responsibilities: Ensure completion of regulatory projects for InfoDesk’s customers in line with customer scope Work directly with InfoDesk i ntern al stake holders establishand enforce scope of work and enable InfoDesk’s teams to fulfill services according to scope. Research publiclyavailable websites from Regulatory Authorities and other relevant websites to identify and manage the information strategy process. Create searchesand apply standard“search logic” (including Boolean) to find certain websites that provide information on applicable laws and regulations. Evaluate applicable laws and regulations to determine impacton company and client activities. Identify and interpret relevantregulatory guidelines, as they relate to Infodeskclient projects Advise others on regulatory and compliance matters,as they relate to Infodeskclient projects. Explain regulations, policies, or procedures, as they relate to Infodesk stakeholders. Coordinate regulatory documentation activities, in accordance to client projectscopes Provide technical review of data or reports. Maintain data in information systems or databases. Ability to navigate the Web and tools to consume content,like RSS, Google Alerts etc. Must have: BA/BS in scientific/engineering/healthcare discipline, Masters, PharmD or Ph.D preferred 15 plus years in the Pharmaceutical Industry or regulatory strategy or similartraining / experience Strong knowledgeof current North America and EU regulations, and familiarity with international regulations. Knowledge of and broad experience with regulatory procedures and legislation for drug/device development (specifically GxPs), product registration, line extension and license maintenance (US, CA & EU required). Understanding of regulatory controls and marketing pathways of INDs/IDEs/BLAs/NDAs/510(k)s/PMAs, marketing applications and other regulatory submissions and pathways (orphan drug, PRIME, IRP etc). Experience with drug safety regulation, drug safety monitoring or pharmacovigilance preferred. Ability to manage complexprojects and timelinesin a multinational/multicultural team environment. Preferred Skills: Regulatory Affairs Certification. Past experience includes any of the following: review of product promotional materials, labeling (including changemonitoring), batch records,specification sheets, or test methods for compliance with applicable regulations and policies. Knowledge and experience in drugs, biologics, devices or combination products.
About InfoDesk www.infodesk.com Infodesk is the leading enterprise intelligence management SaaS platform, serving the top 100 companies across global life sciences, government, professional, and investment services. InfoDesk’ s proprietary "Smarter Data" \technology gathers, normalizes, enriches, and summarizes content in real-time from external and internal sources to deliver business-critical insights that help clients increase their competitive awareness, mitigate risks, and make confident data-driven strategic decisions. Position Overview We seek an experienced Software Developer specializing in Test Automation to design and maintain robust automation frameworks and execute comprehensive performance testing across our software products. Key Responsibilities Design and develop scalable test automation frameworks using Microsoft Playwright Execute all types of performance testing (load, stress, volume, endurance) Conduct user experience testing with product thinking approach Integrate automated tests into CI/CD pipelines Debug complex applications and perform root cause analysis Collaborate with cross-functional teams and provide clear test reporting Required Qualifications / Skills B.E/B.Tech in Computer Science OR MCA 5+ years developing test automation frameworks using Microsoft Playwright 5+ years designing and executing performance testing Strong debugging and analytical skills User experience testing and product thinking expertise JavaScript/TypeScript and Node.js (with npm) Microsoft Azure and AWS hands-on experience CI/CD pipeline integration experience Jenkins, Azure DevOps, GitHub Actions Agile/Scrum methodology experience Preferred Qualifications AI-assisted coding experience (added advantage) API testing and microservices experience Testing certifications