Job description

Our team members are at the heart of everything we do. At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere. Apply today!

Job Details

Our Digital innovation team does just that, we provide digital innovative software solutions across our businesses for use by both internal and external customers. As an integral part of the DI team, you will provide world-class support for the portfolio of DI products in Trial Master File and many other software business solutions. You will dig deeper than you would expect in other 1L roles to understand events, communicating and guiding users, replicating behaviours in test systems and escalating any issues or incidents to ensure customers feel supported and comfortable with our products. We are a small team within a big team making a difference

Responsibilites:

Updating service desk systems and knowledge bases such as Zendesk and Jira ensuring appropriate information is correctly captured and shared in a timely manner
Quickly identify issues needing priority attention, immediately highlighting them, and taking appropriate action
Analyze and investigate incidents in priority order. Replicate behaviour & build supporting evidence in service desk to either resolve & respond or escalate
Collaborate with other departments and 1st, 2nd & 3rd line teams
Work with responses from other teams to promptly implement improvements in thebest interest of customers & the business
Follow through incidents to a timely conclusion within defined SLAs, following SOPs and to customer satisfaction
Contribute to directly into our internal knowledge base and indirectly into customer knowledge articles as part of our smart support process
Be a key point of communication with colleagues and customers and build trust to enhance relations ensuring communications are appropriate, positive, and timely
Patiently & clearly guide users through our systems & any questions they have
Support Hypercare programs to monitor new software releases, patches, and upgrades
Reduce the number of tickets to targeted levels through reporting and analyzing root cause
Maintain the overall quality of our customer support through the personal accuracy of your work
Drive service improvement & positively embrace change to improve our Quality of Service
Be a customer advocate and portray a positive, customer focused attitude
Be able to multitask concurrent issues & differing priorities maintaining a strong work ethic
Know our products inside out, from both a user and administrative perspective, and apply yourself to learn new technologies as they are introduced

Skills and Knowledge:

An excellent level of verbal and written English
Administration skills
Process driven
An interest in technology
The ability to read people, situations, and communicate
The patience to listen and the skills to transfer knowledge and guide customers
The ability to multitask and prioritize
A customer-focused “can-do” attitude
Experience of service desk systems, ITIL, direct customer comms, software support and 1L/2L support would be an advantage

What Cencora offers

Benefit offerings outside the US may vary by country and will be aligned to local market practice. The eligibility and effective date may differ for some benefits and for team members covered under collective bargaining agreements.

Full time

Affiliated Companies

Affiliated Companies: PharmaLex GmbH

Equal Employment Opportunity

Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.

The company’s continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.

Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email hrsc@cencora.com. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned

Required profile