Technical Support Associate

Manila Covance

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.


  • Bachelor’s /Masters in Engineering or related science degree, or equivalent qualification


  • Overall 3-5 years hands-on experience in safety applications like Oracle Argus safety/ArisG, contact center application experience is preferable.

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