Summarized Purpose:
Provides day-to-day user technical support, including database problem resolution, support and user training. Provides business support services for sales representative systems; business support will include both operational usage focus and focus to troubleshoot system issues and provides database assistance and analysis. Applies strong knowledge of business support to users of various database applications.
Essential Functions and Other Job Information:
- Acts as the primary support for client users of the specific business support systems
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Answers or responds to calls and emails, logs calls, emails, and resolutions. Follows- up on calls and emails to ensure problems are resolved fully and in a timely manner- Provides information and resolution guidelines set within the procedures
- Resolves critical and/or challenging issues and communicates resolution by contributing to a shared client knowledge base
- Understands and follows project specific guidelines, training materials and client documentation and performs specific troubleshooting and technical support
- Assesses and troubleshoots database support requests/problems with communication of information on capabilities relating to specific database systems
- Provides high quality customer service to client customers including healthcare professionals (HCPs), Sales Representatives, and client personnel. Documents interactions according to PPD and client guidelines. Identifies adverse events (AEs) and Product Complaints (PCs)
- Processes HCP, Sales Representative, and client requests through email or phone
- Attends team meetings, undertakes general administrative duties as required and undertakes own personal development activities
- Maintains knowledge of policies and procedures including client products, SOPs, protocols, GCPs, and all applicable regulatory requirements
- Increases knowledge and professional skills in areas relating to support of database systems through training, database support guidelines, and updates, as needed
- Performs line checks, system verifications and generates reports
- Performs special projects or assignments as required
Qualifications:
Education and Experience:
- High / Secondary school diploma or equivalent and relevant formal academic / vocational qualification
- Previous experience that provides the knowledge, skills, and abilities to perform the job (comparable to at least 4 years) to include a minimum of 1 year of experience in IT, helpdesk, or call center environment
- Or equivalent combination of education, training, & experience
Years of experience refers to typical years of related experience needed to gain the required knowledge, skills, and abilities necessary to perform the essential functions of the job. Years of experience are not to be used as the only determining factor in establishing the job class or making employment selection decisions.
Knowledge, Skills, and Abilities:
- Excellent problem solving and analysis skills
- Ability to multi-task and excellent organizational skills with strong attention to detail
- Effective written and verbal communication skills
- Excellent customer service focus
- Demonstrated initiative and motivation
- Ability to work independently and keep up with rapid changes in client priorities
- Ability to work as a member of a team and promote teamwork in a multidisciplinary team setting
Working Conditions and Environment:
- Work is performed in an office environment with exposure to electrical office equipment
- Constant interaction with clients/associates required
- Constant attention to detail-visual, mental
- Constant multi-tasking
- Daily exposure to high pressure, intense concentration needed
- Rotating shifts may be required
- Occasional driving to site locations with occasional travel
- Long varied work hours required occasionally
Physical Requirements:
- Frequently stationary for 4-6 hours per day
- Repetitive hand movement of both hands with the ability to make fast, simple, repeated movements of the fingers, hands, and wrists
- Occasional mobility required
- Occasional crouching, stooping, bending and twisting of upper body and neck
- Light to moderate lifting and carrying (or otherwise moves) objects including luggage and laptop computer with a maximum lift of 15-20 lbs. or 6-9 kgs
- Ability to access and use a variety of computer software developed both in-house and off-the-shelf
- Ability to communicate information and ideas so others will understand; with the ability to listen to and understand information and ideas presented through spoken words and sentences
- May interact with others, relating and gathering sensitive information. Interaction includes diverse groups
- Works with guidance or reliance on oral or written instructions from management. May require periods of intense concentration
- Performs a wide range of variable tasks as dictated by variable demands and changing conditions with little predictability as to the occurrence
- Ability to perform under stress
- Regular and consistent attendance
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