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.

Your mission at IntegriChain:

We are looking for a SaaS Production Support Lead to provide personalized, proactive, and preventative support services to IntegriChain’s Contracts and Pricing customers.

What this role entails:   

• Responsible for managing customer issues and facilitating the process of issue resolution within the support team and across the different departments
• Serves as the main point of contact for customers and ensures updates are provided proactively and SLAs are met 
• Uses various metrics to demonstrate and improve the production support team’s performance as well as the customers’ satisfaction.  
• Serves as the escalation point for application issues that are unable to be resolved by Tier 2/Senior team members. Responsible for advanced troubleshooting of supported services.
• Assists with training Tier 1 and Tier 2 team members. Acts as a backup for both Tier 1/Junior and Tier 2 team members.
• Maintain advanced Contracts & Pricing industry knowledge in assigned service(s).

What you’ll need to thrive in this role:

• At least 8+ years of production support experience.
• Has advanced knowledge of one or more Contracts & Pricing services is preferred.
• Able to read system logs and build and implement support processes around the technical and functional areas of the system
• Proven track record of resolving complex technical issues and providing exceptional support to end-users.
• Excellent verbal and written communication skills.

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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 (PTO), 401(k) Plan with a Company Match to prepare for your future, Parental Leave, Mental Health HRA and Lifestyle Spending Account, Student Loan Reimbursement and much more!
• Robust Learning & Development opportunities including over 700+ development courses free to all employees

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.

Our policy on visa sponsorship for US based positions: Applicants for employment in the US must have valid work authorization that does not now and/or will not in the future require sponsorship of a visa for employment authorization in the US by IntegriChain.