Customer Support Representative (Pharma and/or Technical Experience Required) Job in New York 10017, New York Us
Customer Support Representative
About Polaris Management Partners (www.polarismanagement.com)
Polaris Management Partners (Polaris) is a management consulting and technology firm that provides consulting and IT services to the life sciences industry. Our clients include many global pharmaceutical, medical device and biotech firms. Polaris provides a range of consulting services, focusing on healthcare compliance, process optimization, process review and technology. We are a growing company with a highly entrepreneurial and collaborative culture. Polaris has developed deep expertise in the areas in which it operates.
Polaris currently is seeking a Client Service Representative (CSR) for our Support Organization, which provides run-time client management, helpdesk services, and ongoing relationship maintenance for our deployed, Software as a Service (SaaS), applications.
General Responsibilities
• Assume responsibility of Polaris' deployed applications, and ensure systems are performing and available
• Serve as the daily point of contact for 4 to 8 clients, supporting our applications in our SaaS model
• Prepare for and lead weekly status meetings with clients
• Triage and manage incoming issues to the appropriate team member based on the issue's nature and criticality
• Prioritize issues across multiple clients as resource constraints arise
• Provide daily direction and supervision for Technical Service Representatives (TSRs) who, in turn, carry out the technical work (developing, database maintenance, infrastructure configuration, etc.)
• Manage system and client issues from inception to close, including monitoring and adhering to service level agreements (SLAs) with clients, coordinating resourcing needs, and scheduling technical work with on-shore and off-shore development partners
• Create requirements documentation, project plans, test plans, etc. for small- to medium-size upgrades to deployed applications
• Become functional subject matter expert on each application supported. The CSR should be able to demonstrate and explain all features of our applications.
• Keep detailed records regarding problems, causes, and resolutions
• Distribute frequent, accurate status reports to internal and external stakeholders
• Escalate potential issues to Senior Management in a proactive fashion
• Maintain high degree of client satisfaction
Qualifications and Experience:
• College degree
• 2 to 4 years prior client services experience supporting technical products and services
• Understanding of business processes and their relation to technology
• Excellent written and verbal communication skills
• Ability to multitask and prioritize simultaneous assignments
• Ability to complete assignments with minimal direct supervision
• Strong organization and time management skills
• Ability to manage technical and non-technical resources
• Ability to manage multiple internal and external stakeholders
• Proficient at MS Word, Excel, and PowerPoint
Nice To Have:
• Entry level knowledge of .NET, SQL, IIS to complement non-technical skills
• Working knowledge of AMA, ACCME and PhRMA guidelines
• A pharmaceutical, biotech, medical device, or medical education background
To Apply:
If the above description sounds like you, please reply with your resume and cover letter, with "Customer Support Representative" in the subject line. In your cover letter please explain your experience in:
1. Customer support and interaction
2. Issue management and resolution