- Firstpoint of contact for all tickets of calls from our customers orinternal users
- Createtickets for calls based on Freshdesk process
- Addapplicable information to tickets company issue customerinformation
- Definepriority of tickets in relation to SLA
- Escalatepriority tickets directly to 2nd level support and manage thatcommunication
- Assureservice level agreements are being met
- Collaboratewith customers based on given and preferred communication channelsto include phone email and screenshare
- Participateand contribute to continuous improvement
IT Technical Support Remote - Hyderabad, India - PSC Biotech Ltd
Description
AboutPSC BiotechLtd
Whoweare
PSCBiotech is a leading Biotech Consultancy firm founded in 1996headquartered in Pomona California USA with Global operations inIreland India Singapore Australia and the US serving 350 clients inmore than 23 countries worldwide. We provide cloudbased softwaresolutions for Quality Management and Regulatory Inspectionspharmaceuticals contract manufacturing professionals and metrologyservices to ourclients.
Take your Career to a new Level
PSCBiotech disrupts the conventional consultancy model by aligning ourEVP as one of the unique selling point which includes theopportunity to work with the most talented cohort of likemindedprofessionals operating in the Pharma/ Biotech Industry. We offer apermanent contract of employment giving exposure of working in TopPharmaceutical client sites in a diversecultural worksetting.
EmployeeValueProposition
Employeesare the heartbeat of PSC Biotech we provide unparalleled empoweringcareer development though Learning & Development inhousetraining mentorship through constant guidance to facilitate careerprogression. We believe in creating high performing teams that canexceed our client s expectations with regards to quality of allscalable and business unit deliverables staying under budget andensuring timelines for our deliverables are beingmet.
Role:IT Technical Support (100% remote role in India)
WorkMode: Remote/ Work FromHome
DUTIESAND RESPONSIBILITIES:
DEMONSTRATEDCOMPETENCIES:
CustomerSupport It is a non voice process
TimeManagement Manage workload and other projects assigned accordingly
CommunicationAbility to communicate clearly and concisely to customers inwritten and it is a non voice process
RelationshipBuilding Work with and across both internal and external customerswhile building a collaborative partnership.
AnalyticalSkills Identify research and demonstrate logical reasoning tocommunicate critical information.
InterpersonalAwareness Ability to be aware of how actions ideas andcommunication can/does affect people and their outcomes.
AgilityMeet objectives by responding to competing and changing prioritiesand multiple tasks under inflexible timelines.
Requirements
REQUIREDSKILLS ANDEDUCATION: 2years of experience
ITspecialist or comparable education 1st level support experience inhandling international customer inquiries and Service Levelagreements
Multitaskinggoal oriented and able to work independently
Greatcommunication skills and client facing skills
Passionateabout customer support and helping customers
Fluentin English
DESIREDSKILLS EDUCATION ANDCERTIFICATIONS:
BA/BSdegree in Computer Science or related technical field
Experiencewith Freshdesk or similar systems
Existingknowledge of the regulated life science marketplace
Existingknowledge of life science enterprise SoftwareasaService
Timings:MondayFriday: 04:30 PM 01:30AM Indian Standard Time ( 07:00AM 04:00PM EST ) WeekOff : Saturday&Sunday
#LIBR1
DEMONSTRATED COMPETENCIES: Customer Support It is a non voiceprocess Time Management Manage workload and other projects assignedaccordingly Communication Ability to communicate clearly andconcisely to customers in written and it is a non voice processRelationship Building Work with and across both internal andexternal customers, while building a collaborative partnership.Analytical Skills Identify, research, and demonstrate logicalreasoning to communicate critical information. InterpersonalAwareness Ability to be aware of how actions, ideas, andcommunication can/does affect people and their outcomes. AgilityMeet objectives by responding to competing and changing prioritiesand multiple tasks under inflexible timelines.