At careerzynith, we're on a mission to revolutionize the way we deliver exceptional customer experiences in the pharmaceutical industry. As a world-leading Pharmaceutical Company, we're committed to pushing the boundaries of innovation and excellence. We're now seeking an experienced IT Support Analyst / Website Support Specialist to join our expanding team as a Remote Customer Service Representative. This is an exciting opportunity to be part of a dynamic and growing organization that values collaboration, creativity, and customer-centricity.
**Job Summary:**
We're looking for a highly skilled and customer-focused IT Support Analyst / Website Support Specialist to provide day-to-day support for our online ordering tool, Prime. With over 12,000 registered users, Prime is a critical component of our customer service ecosystem. As a key member of our team, you'll serve as the liaison between our Memphis and Collegeville Customer Service Representatives (CSRs) and our first-line support team, escalating questions and problems that require expert attention. You'll also partner with our BT resources to identify and resolve complex issues, ensuring seamless customer experiences.
**Key Responsibilities:**
* Timely resolution of website user questions, utilizing expert communication skills to deliver exceptional customer service
* Recommending ongoing improvements to our websites, leveraging insights gained from customer interactions
* Assisting in website maintenance and new releases to ensure accuracy, timeliness, and relevance
* Collaborating with BT Support to monitor sites for broken links, outdated information, typos, and materials that can be archived
* Assisting in testing and validating new enhancements to comply with issues or new business requests
* Resolving requests for online support via incoming phone calls and email customer support mailboxes
* Serving as a resource to CSR team members as a second-level expert (SME)
**Organizational Relationships:**
* Primary work with Customer Service Management and BT Technology Resources
* Collaborate with cross-functional teams to ensure seamless customer experiences
**Resources Managed:**
* No direct reports
**Education and Experience:**
* Bachelor's degree preferred
* Customer Service/Business Operations experience required
* Excellent computer skills, including proficiency in Microsoft Suite Applications and SAP
* Strong communication skills, with the ability to effectively interact with customers via phone and computer
**Technical Skills Requirements:**
* Technical knowledge and proficiency in:
+ Access and Excel skills
+ SAP
+ Microsoft Suite Applications
* Familiarity with website maintenance and new releases
* Experience with testing and validating new enhancements
**Competencies:**
* Acts Decisively: Makes good, decisive decisions based upon facts gathered
* Seizes Accountability: Owns actions, pushes self to understand full business impact
* Change Agile: Stays abreast of changing business practices and compliance guidelines
**Physical Position Requirements:**
* Sitting and working on computer for long periods
* Communicating with customers via phone and computer
**Career Growth Opportunities and Learning Benefits:**
At careerzynith, we're committed to investing in our employees' growth and development. As a Remote Customer Service Representative, you'll have access to:
* Ongoing training and professional development opportunities
* Collaborative and dynamic work environment
* Opportunities for career advancement and growth within the organization
* Competitive compensation and benefits package
**Work Environment and Company Culture:**
* Remote work arrangement with flexible scheduling
* Collaborative and inclusive work environment
* Emphasis on work-life balance and employee well-being
* Opportunities for socialization and team-building activities
**Compensation, Perks, and Benefits:**
* Competitive salary and benefits package
* Opportunities for bonuses and incentives
* Comprehensive health insurance plan
* Paid time off and holidays
* Professional development opportunities and training
**Interview Process:**
* Rounds: 1:1 or Panel
If you're a motivated and customer-focused IT Support Analyst / Website Support Specialist looking for a new challenge, we encourage you to apply for this exciting opportunity. Join our team at careerzynith and be part of a dynamic and growing organization that values innovation, excellence, and customer-centricity.