Industry: Customer Service/Call Center - Help Desk
Type: Full Time
$60,325.00 - 112,740.00
Manages day to day cases with strong sense of urgency, meeting SLAs and OLAs.
Responsible for driving L2 and L3 cases to closure meeting "case to closure" and "customer satisfaction" deliverables.
Uses experience in customer service and/or client support to effectively communicate to the field with professional courtesy and respect.
Subject matter expert on the case management system and provides training to new L3's or L2's.
Help Desk Analysis, Problem Solving and Resolution
Analyze cases, identify trends or issues and make recommendations for process improvements to systems or processes (root cause analysis).
Rapid understanding of problem/issue(s) & development of troubleshooting steps (strong sense of urgency required).
Identifies possible field issues and works with cross-functional/divisional teams to drive issue to resolution.
Identifies support that can be moved closer to the user to increase speed of case closure, eliminating non-value added hand-offs, and increasing customer satisfaction.
Identifies and provides updates and modifications to resolutions used incorrectly.
Knowledge Base Management
Responsible for partnering with SMEs and system/process owners to build, implement and maintain Abbott's knowledge base.
Develops and implements knowledge base articles.
Subject matter expert on the knowledge base management system and provides training to new L3's or L2's.
Trains vendor (Cegedim) and other support organizations on all new knowledge articles, initiatives, etc.
Manages small and medium sized projects independently that include help desk readiness, support system upgrades & deployments, and support process improvements.
Team uses good PM tools such as project plans, meeting agendas, meeting minutes, project status updates, etc.
Works in collaboration with or as thread lead for help desk on new field initiatives, expansions, upgrades, etc. that vary in scope and complexity.
Provide help desk metrics during project launches.
Attend project stakeholder meetings to provide help desk readiness updates and offer strategic solutions when necessary.
Develop process flows and procedural documentation.
Facilitates vendor (Cegedim) meetings to manage operations, deliverables, and/or projects.
Facilitates meetings with other support organizations including Level 2/3 groups.
Communicates with all levels of the organization including Senior Sales and Commercial Management.
Create, edit, route for approval and send field communications via email, voicemail & AList.
Assist with the management of the PPD Field Operations email and voicemail.
Write and post help desk front-end messages.
Some communications need to be sent over the weekend, so occasional work on the weekends to send communications may be required (this doesn't happen often and the team shares in this responsibility).
Indicate the minimum education and why it is required.
Associates degree or equivalent work experience required. Bachelor's degree preferred.
Knowledge of applicable regulations and standards affecting Pharmaceutical Products (e.g. CFR 210/211, cGMP).
Minimum of 2 years experience in sales, marketing sales operations, financial, customer service, life sciences, Customer Master or information technology. Background in specific sales operations department preferred.
Knowledge of pharmaceutical industry, compliance regulations and standards preferred.
Computer Literate. Proficient in Microsoft Office suite (Word, Excel, PowerPoint, Access), email applications (Outlook, Lotus Notes) and Business Objects.
Accountability / Scope:
Describe the primary accountabilities of the position and the impact of actions.
Reports to sales operations department manager.
Incumbent will have regular interactions with other analysts within team, sales operations and other internal departments.
Works with internal field sales customers, vendors and contractors/consultants in support or management of projects and operational activities.
Develops relationships with professional organizations, user groups and industry trade groups to keep abreast of best practices.
Associated topics: assistance, help desk, information technology analyst, information technology support, network, systems administrator, technical support specialist, technician iii, technician iv, technology