Job Description

This is a remote position.

PSC Biotech Corporation (PSC), a global employee-owned firm, is anchored by three primary business lines in the life sciences industry:  consulting, enterprise software development and sales, and contract pharmaceutical manufacturing.  As such, PSC supports clients worldwide through a variety of comprehensive services designed to provide the ability to perform to the highest industry standards with efficiency and meet all regulatory compliance requirements.  The incumbent is also responsible and accountable for the execution of the PSC mission, “to maintain the integrity and professionalism of our products and services while enabling steady growth and development.”

RESPONSIBILITIES

• First point of contact for all tickets of calls from our customers or internal users
• Create tickets for calls based on Freshdesk process
• Add applicable information to tickets, company, issue, customer information
• Define priority of tickets in relation to SLA
• Escalate priority tickets directly to 2nd level support and manage that communication
• Assure service level agreements are being met
• Collaborate with customers based on given and preferred communication channels to include phone, email, and screenshare
• Participate and contribute to continuous improvement
• Assist the Customer Data team with data migration and API tasks

Requirements

• 2 + years of experience 
• IT specialist or comparable education 1st level support experience in handling international customer inquiries and Service Level agreements
• Experience in one programming language (Linux, SAML, SQL, NO SQL)
• Multitasking, goal oriented and able to work independently
• Passionate about customer support and helping customers
• Fluent in English and French

EDUCATION AND CERTIFICATION

• BA/BS degree in Computer Science or related technical field
• Experience with Freshdesk or similar systems
• Existing knowledge of the regulated life science marketplace
• Existing knowledge of life science enterprise Software-as-a-Service

DEMONSTRATED COMPETENCIES

• Customer Support – Comfortable speaking with customers and providing solutions
• Time Management – Manage workload and other projects assigned accordingly
• Communication – Ability to communicate clearly and concisely to customers in written and verbal form
• Relationship Building – Work with and across both internal and external customers, while building a collaborative partnership.
• Analytical Skills – Identify, research, and demonstrate logical reasoning to communicate critical information.