Overview :
Tekwissen group, is a workforce management provider throughout the USA and many other countries in the world. This client is a German multinational Pharmaceutical and biotechnology company and one of the largest pharmaceutical companies in the world, headquartered in Leverkusen, and areas of business include pharmaceuticals;
consumer healthcare products, agricultural chemicals, seeds and biotechnology products.
Department / Team Description :
Solutions Support To deliver a superior customer experience by providing product technical and clinical support to all customers, internal and external.
Position Summary :
This role will provide Level 1 support and routine / preventative maintenance for software products to our customers and partners, all in a timely manner.
Position Duties and Responsibilities :
- Provide world-class support, in cooperation with our partners, using our end-to-end tech stack and processes, ensuring that customer needs are addressed
- Have the ability to coordinate / participate in numerous tasks / projects in a fast-paced environment in an organized manner while meeting deadlines
- Facilitate feedback from customers to Marketing, Sales, Product Management and Customer Success to ensure continuous customer driven product improvements
- Ensure high level of quality of the Radiology Digital Solutions Platform, through continuous testing and focus on data quality
- Handle customer requests and complaints; technical, clinical, and workflow, in a prompt and effective manner for Client’s digital offerings
- Respond in a highly professional manner to incoming calls, emails, and other requests in a timely fashion
- Using an internal Knowledge Management system, identify and troubleshoot issues with the goal of increasing customer satisfaction
- Assist product development and sustaining teams in preparation of technical documents and creating support process documentation
- Article writing for the knowledge management system.
Requirements / Preferences :
- Education Minimum Requirement : Associates Degree
- Education Preferred if different from above : Bachelors Degree
Skill & Competency Requirements :
- Associate’s degree or Bachelor’s degree
- Strong verbal and writing communication skills
- Proficient in Microsoft office products and / or other products which may be used in the position
- Hands-on mentality, self-motivation, team-player attitude, detail-orientation, and results-driven mindset
- Domestic (5-10%) limited travel.
Preferences :
- Call Center Experience
- Experience / knowledge of Radiology workflow
- Windows Server Certification
- Google Cloud Certification
- CIIP Certification
- Understanding of data privacy and cybersecurity
- Experience with product implementations
- RedHat Certification
- DoD Access (1. Security Plus Certification. 2. Must have completed a T3 investigation and obtained Adjudication : Position of Trust for ADP / IAT Level II.)
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