Your mission is to work on issues reported through the customer support systems, maintain ownership of support requests from Creation to Resolution in priority and date order, monitoring progress of those requests and ensuring timely communication to the client based on Service Level Agreements and ongoing progress.
To achieve your mission, you will :
Process cases in Salesforce, identifying customers, populating case details, and confirming accuracy of data
Ensure clear and detailed replication steps are provided for cases that are passed onto the Engineering Team
Work with the Engineering Team to help diagnose, resolve software issues and participate in applications improvement
Work closely with Service Partner Team to ensure Customer Success
Test solutions to ensure that it provides resolution to the issue reported
Participate in activities of the support team
Contribute to solutions communicated through knowledge base and FAQs.
Manage individual KPIs
Regular client communication, maintaining a good relationship with them
Maintain active client contact records within our support systems
Other support tasks as determined by Manager.
Post-secondary degree with minimum 2 years of experience in a customer facing position
Sales Force Admin certification - advantage
Knowledge of Pharmaceutical industry
Strong client focus orientation, problem solving and communication skills
Project Management experience is a high plus
Good presentation skills
Fluency in English
Learn more here : https : / / www.youtube.com / watch?v G9HJfI2Iav0