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Customer Support Specialist - Pharmaceutical / Clinical Trials Technology
Nottingham, hybrid
28,000 - 35,000
Monday to Friday: Hours are 9 -5 Monday to Thursday & 9 - 1 Fridays. There is flexibility with the hours.
Overview:
As a Customer Support Specialist, you will ensure exceptional support for the end-users.
Your primary responsibilities will include identifying, researching, and resolving issues; delivering both operational and technical training for customers; and collaborating with Product, Engineering, and Quality teams to maximise customer satisfaction.
You will provide technical product support for both internal and external customers and partners, managing the all customer issues while maintaining regular communication to keep customers informed of the status.
Additionally, you will take the lead in documenting and maintaining product and support processes and knowledge bases as new capabilities are introduced to the platform.
Key Responsibilities
- Provide technical, operational, and account-related support to users
Identify, research, document and monitor and resolve client issues promptly; escalate issues as needed. - Collaborate with Product Management for customer enhancement requests
- Reproduce and diagnose technical problems, communicate updates to clients, and coordinate resolutions with other functions.
- Act as the point of contact to customers taking total ownership of an issue to see it through to completion.
- Manage and assist in developing and revising module documentation, including training presentations, exercises, quick reference guides, and other support materials
- Work closely with Quality to review and confirm or improve all support SOPs and process documentation
- Lead the creation and maintenance of knowledgebase data for all software offerings
- Collect and analyse support data to identify current support statistics, trends, and opportunities for improvement
- Develop and maintain metrics and dashboards to monitor customer health for use by customer-facing departments in account management
- Produce regular reports on support ticket volumes, response times, and resolution rates
- Identify recurring issues and trends to recommend process improvements and reduce the number of support tickets.
- Collaborate with cross-functional teams to implement strategies based on data insights for enhancing customer experience and support efficiency
Skills, Qualifications & Experience
Essential:
- A minimum of 2-3 years of experience in helpdesk/customer support of software products within a pharmaceutical, clinical trials or highly technical company.
- Ability to clearly and effectively communicate with customers and team members, both verbally and in writing.
- Aptitude for identifying issues, researching solutions, and resolving customer problems efficiently.
- Competence in using support software, troubleshooting technical issues, and understanding the product or service.
- Capacity to understand customer concerns and handle interactions with empathy and patience, even in challenging situations.
- Ability to prioritise tasks, manage multiple support tickets simultaneously, and meet response and resolution time targets.
- Proficiency in collecting, interpreting, and analysing support data to identify trends, measure performance, and recommend improvements.
Please note we are only able to respond to those who have been shortlisted. If you haven't had a response within 48 hrs please assume you have been unsuccessful.
