What are the responsibilities and job description for the Product Support Specialist position at ALMAC Group?
Almac Group is currently seeking a Product Support Specialist for our Durham, NC location. The Product Support Specialist provides critical support to users of ISG products accessed through the Almac Gateway. This role provides highly critical support not only to guarantee access to vital data through products, but also to ensure that product related problems that occur on studies are resolved. The Product Support Specialist possess in-depth knowledge of ISG's products, data, and related processes that enables them to quickly assess and resolve problems. Additionally, The Product Support Specialist assists Business Project Managers and Product Managers during both the product development life cycle and the software development life cycle for creating new ISG products, as well as maintaining and improving existing ISG products.
Responsibilities include but are not limited to:
- Perform complex problem solving on behalf of customers and internal users in order to identify root causes of problems and remediate them. Research issues, investigate technical performance, data and processes, identifies and drive resolutions. As part of this, ensures that root causes are remediated in order to prevent similar problems from occurring in future.
- Analyze metrics to identify trends that identify areas of product weakness. Work with Product Managers to identify requirements for improving the Internet Services Group products.
- Perform frontline customer support to ensure that users experience high levels of customer satisfaction.
- Ensure all customer queries are responded to in a timely manner
- Support users by:
- Creating and Maintaining user accounts for external users as needed
- Developing a strong knowledge base of all products and services offered
- Providing support to users via telephone and email
- Management, completion and tracking all support calls/emails using Incident Monitor (ticketing system) for all product and application
- Maintaining tracking spreadsheets for various products
- As required providing training to internal and external users of Clinical Services products and applications
- Providing feedback to Product Owners regarding suggestions for product enhancement
- Performing other duties as assigned by management
- This role requires on-call coverage beyond normal working hours on a rota basis.
Qualifications:
Required Experience / Education:
- High School Diploma or equivalent
- At least 1 year experience in a customer support role
- Competent in use of Microsoft office applications
- Pharmaceutical Industry knowledge
- Clinical Trials process knowledge
Preferred Experience / Education:
- Bachelor's degree in Life Science, Business, Math or IT discipline
- Experience equivalent to Bachelor's degree
- Experience working with Almac's processes
What can Almac Group offer you?
- Medical, Vision & Dental benefits from the 1st of the month following start date
- 20 days PTO per year, accrued monthly following start date
- 12 holidays per year
- Company paid Long and Short-term disability along with Life Insurance
- 401k company contribution
- Hybrid work available for applicable roles (after fully being onsite for 6 months)
- Professional development programs/ continuous learning opportunities
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Almac is an exceptional, award winning, drug development solutions provider at the forefront of the pharmaceutical industry. We are a privately owned organization that has organically grown over 50 years now employing 7,500 highly skilled personnel worldwide. Our US Headquarters is located at Souderton, PA with additional operations scattered around the US and Europe. 'Partnering to Advance Human Health' is more than just a tagline - it is our way of life.
Embracing diversity is at the heart of enhancing Almac Group's unique culture and reflects our fundamental belief that all people deserve equality, inclusivity and the opportunity for advancement. We are committed to cultivating a welcoming, supportive, and inclusive environment for all. Together, we will build on the strength in our diversity and deliver exceptional solutions to advance human health globally.
RECRUITMENT AGENCIES PLEASE NOTE: Almac will only accept applications from agencies/business partners that have been invited to work on this role through our portal. Candidate Resumes/CV's not submitted through our portal or directly to Hiring Managers will be considered unsolicited and no fee will be payable. Thank you for your cooperation.
Almac Group, Inc. is an Equal Opportunity Employer - Minorities/Women/Protected Veterans/Disabled - Proudly embracing diversity in all of its expressions.
EEO is the Law
EEO is the Law GINA Supplement
Almac provides reasonable accommodations to people with disabilities who need assistance completing the application process. Please email us at ADARequest@almacgroup.com to request assistance.
