Position Details:
Our client, a world-leading Pharmaceutical Company is currently looking for a IT Support Analyst / Website Support / REMOTE WORK to join their expanding team.
Job Title: IT Support Analyst / Website Support / REMOTE WORK
Duration: 3 months contract, extendable up to 36 months
Location: Remote Worker
Note:
The client has the right-to-hire you as a permanent employee at any time during or after the end of the contract.
You may participate in the company group medical insurance plan
Job Description:
Position Summary:
This position is responsible for providing day to day support for Customer Services online ordering tool, Prime. Currently, Prime has 12000 registered users.
This role will serve as the liaison for both Memphis and Collegeville Customer Service Representatives (CSRs) to escalate questions and problems which cannot be solved through the first line support team (CSRs).
This position is responsible for supporting Pharmaceutical as a second level resource for Vaccines and PR.
This position will partner with BT resources for problem identification and resolution.
This position does not have direct reports, but strong team-based leadership skills are required.
Developing and maintaining positive working relationships with both internal and external customers is required.
Position Responsibilities:
Timely resolution of website user questions, incorporating expert communication skills to assure the highest level of customer service.
Recommend ongoing improvements to sites via information obtained through customer interaction.
Assist in website maintenance/new releases to ensure accuracy, timeliness and relevance.
Assist BT Support to monitor sites for broken links, outdated information, typos, and materials that can be archived.
Assist in testing validating new enhancements to comply with issues or new business requests.
Resolve requests for online support, via incoming phone calls and through email customer support mailboxes.
Serve as a resource to CSR team members as a second level expert (SME)
Organizational Relationships:
Online Solutions Support Lead will primarily work with Customer Service Management and BT Technology Resources
Resources Managed:
No direct reports
Education And Experience:
Bachelor’s degree preferred.
Customer Service/Business Operations experience required. Excellent computer skills as well as communication skills.
Technical Skills Requirements:
Technical knowledge/Proficiency
Access and Excel skills
SAP
Microsoft Suite Applications
Physical Position Requirements:
Sitting and working on computer for long periods
Communicate w/customers via phone and computer.
Competencies: (with Description)
Acts Decisively – Makes good, decisive decisions based upon facts gathered.
Seizes Accountability – Owns actions, pushes self to understand full business impact.
Change Agile – Needs to stay abreast of changing business practices and compliance guidelines.
Interview Process:
Rounds:
1:1 or Panel: