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.)