Technical Support AssociateCovance
Workplace: MetroManila, Manila
Salary: Agreement
Work form: Full time
Posting Date: 09/05/2026
Deadline: 23/10/2020
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Job Overview:
Part of the technology enablement L2 customer support team to ensure the timely and efficient technical responses are provided to the customer within the 24*7 support model.
Will be responsible to oversee other non-safety applications and coordinate with both technology and operations stakeholders to deliver the required responses with highest quality.
Take complete functional/business ownership in operational strategy in any implementation, upgrade, migration, integration projects.Experience in safety applications or medical inquiry end-user application
Liaise successfully between the business teams and technology teams.
Ability to work with multiple external and internal stakeholders.
Prepare validation documentation including validation plans, flow charts, user requirements, test scripts, trace matrix and test scripts.
Implement and promote use of consistent, efficient and quality processes to meet timelines and deliverables according to requirements and standard operating procedures, and assume accountability for the deliverables
Ensure compliance of operations with governing regulatory requirements
Create, maintain and assume accountability for a culture of high customer service.
Should be flexible for working in US time-zone and other rotational shifts for support coverage.
Skilled to work within environment of Change Request and Incident management and prioritizing solutions for the business continuity as per the ITIL process.
Understand and analyze the reported customer issues and troubleshoot independently
Write validation documents like test scripts, test plan and test reports
Understanding of developing standard operatings procedures and work instructions.
Education/Qualifications:
Bachelor's /Masters in Engineering or related science degree, or equivalent qualification
Experience:
Overall 3-5 years hands-on experience in safety applications like Oracle Argus safety/ArisG, contact center application experience is preferable.
Covance
Part of the technology enablement L2 customer support team to ensure the timely and efficient technical responses are provided to the customer within the 24*7 support model.
Will be responsible to oversee other non-safety applications and coordinate with both technology and operations stakeholders to deliver the required responses with highest quality.
Take complete functional/business ownership in operational strategy in any implementation, upgrade, migration, integration projects.Experience in safety applications or medical inquiry end-user application
Liaise successfully between the business teams and technology teams.
Ability to work with multiple external and internal stakeholders.
Prepare validation documentation including validation plans, flow charts, user requirements, test scripts, trace matrix and test scripts.
Implement and promote use of consistent, efficient and quality processes to meet timelines and deliverables according to requirements and standard operating procedures, and assume accountability for the deliverables
Ensure compliance of operations with governing regulatory requirements
Create, maintain and assume accountability for a culture of high customer service.
Should be flexible for working in US time-zone and other rotational shifts for support coverage.
Skilled to work within environment of Change Request and Incident management and prioritizing solutions for the business continuity as per the ITIL process.
Understand and analyze the reported customer issues and troubleshoot independently
Write validation documents like test scripts, test plan and test reports
Understanding of developing standard operatings procedures and work instructions.
Education/Qualifications:
Bachelor's /Masters in Engineering or related science degree, or equivalent qualification
Experience:
Overall 3-5 years hands-on experience in safety applications like Oracle Argus safety/ArisG, contact center application experience is preferable.
Covance
Other Info
Manila City, Metro Manila
Permanent
Full-time
Permanent
Full-time
Submit profile
Covance
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