Technical Associate

Company Description

IntegriChain is the data and application backbone for market access departments of Life Sciences manufacturers. We deliver the data, the applications, and the business process infrastructure for patient access and therapy commercialization. More than 250 manufacturers rely on our ICyte Platform to orchestrate their commercial and government payer contracting, patient services, and distribution channels. ICyte is the first and only platform that unites the financial, operational, and commercial data sets required to support therapy access in the era of specialty and precision medicine. With ICyte, Life Sciences innovators can digitalize their market access operations, freeing up resources to focus on more data-driven decision support.  With ICyte, Life Sciences innovators are digitalizing labor-intensive processes – freeing up their best talent to identify and resolve coverage and availability hurdles and to manage pricing and forecasting complexity.

We are headquartered in Philadelphia, PA (USA), with offices in: Ambler, PA (USA); Pune, India; and Medellín, Colombia. For more information, visit www.integrichain.com, or follow us on Twitter @IntegriChain and LinkedIn.

Job Description

We are seeking a highly motivated Intern to join our product support team. This is an excellent opportunity for entry-level engineers who are eager to kickstart their careers in a customer-facing role, working on our proprietary product. The role involves resolving customer queries, troubleshooting issues, and managing support tickets via tools like Zendesk and/or JIRA. Candidates will undergo comprehensive training to develop product expertise and will work in a fast-paced environment.

Key Responsibilities:

• Provide timely and effective support to customers by addressing product-related queries and issues.
• Log, track, and resolve customer tickets using Zendesk and/or JIRA, ensuring high-quality service delivery within SLAs.
• Troubleshoot and analyze technical issues reported by customers, escalating complex problems to senior team members when necessary.
• Collaborate with internal teams/peer teams to identify recurring issues and contribute to product improvements.
• Document solutions, processes, and customer interactions accurately for future reference.
• Actively participate in training sessions to gain in-depth knowledge of our product and support processes.
• Maintain a customer-first attitude, ensuring excellent communication and satisfaction in every interaction.
• Demonstrate problem-solving skills and critical thinking to resolve issues efficiently.

Qualifications

• Educational Background: B.E./B. Tech in the mentioned engineering discipline (Computer Science, IT, Electronics) from a recognized university.
• Technical Skills: Basic knowledge of SQL (e.g., writing simple queries, understanding databases).
• Communication Skills: Good command of English (both written and verbal) with the ability to communicate clearly and professionally with US-based customers.
• Listening Skills: Strong active listening skills to effectively understand customer needs and issues.
• Problem-Solving Acumen: Ability to think logically and troubleshoot issues with a solution-oriented mindset.
• Critical Thinking: Capability to analyze situations, identify root causes, and propose effective resolutions.
• Desire to Learn: A proactive attitude and eagerness to acquire new skills and grow in a technical support career.
• Adaptability: Willingness to work in the 1:00 PM to 10:00 PM IST shift to support US clients. 
• Team Player: Ability to collaborate with team members and contribute to a positive work environment.

Additional Information

What does IntegriChain have to offer?

• Mission driven: Work with the purpose of helping to improve patients' lives! 
• Excellent and affordable medical benefits + non-medical perks including Flexible Paid Time Off and much more!
• Robust Learning & Development opportunities including over 700+ development courses free to all employees

#LI-YG1

IntegriChain is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to race, color, religion, national origin, ethnicity, age, sex, marital status, physical or mental disability, gender identity, sexual orientation, veteran or military status, or any other category protected under the law. IntegriChain is an equal opportunity employer; committed to creating a community of inclusion, and an environment free from discrimination, harassment, and retaliation.