Our Client, a Clinical company, is looking for a Specialist, Communication Management for their Remote location.
Responsibilities:
Learning the features of the Client pharmaceutical ecommerce platform with a high degree of mastery
Learning the key differences between the various types of pharmacies and classes of trade that are moving to use the Vantus HQ ecommerce platform
Learning and teaching various stakeholders about the enhancements that are added to the Vantus HQ platform each month
Monitoring the hypercare triage from intake tool for new submissions and responding promptly to all requests for assistance
Answering questions and providing education to requestors in order to resolve issues
Routing incoming support requests that cannot be resolved by Live Site Management team to the appropriate team or technician for problem resolution
Ensuring that all support requests are followed up on and dispositioned in a timely manner
Keeping accurate and complete documentation regarding known defects and work arounds so that consistent and accurate information can be provided to sales and customer support teams
The incoming communications will be related to a new pharmaceutical e-commerce platform. Additional duties may include logging metrics and communicating problem resolutions back to sales and customers.
Requirements:
Ability to communicate in a clear and concise manner, both verbally and in writing
Strong customer service mindset and willingness to provide assistance under situations that can sometimes be hectic and stressful
Ability to remain calm and supportive in situations where those who are requesting help may be frustrated
Ability and willingness to work with a variety of toolsets: Microsoft suite of products, including Sharepoint, Teams, Forms as well as Salesforce, Confluence, Jira and Client approved AI tools
Ability to interpret and analyze evidence and description of problem that may be incomplete or unclear and act using a combination of standard operating procedures and instinct
Attention to detail and timelines
Ability to manage multiple workstreams at one time
2+ years experience in related role or with relative experience
ICONMA is an Equal Opportunity Employer. All qualified applicants will receive considerationfor employment without regard to any status protected by applicable law.
