Customer Care, Client Support Special (Help Desk)

Envision Pharma Group



Position Description

The Customer Care, Client Support Special (Help Desk) focuses on external client support for our proprietary software products. The support provided will range from client training to technical troubleshooting and requires project management for software implementation projects. It is expected that our specialists continuously provide optimum customer service levels for internal and external clients.

Key Responsibilities

  • Assist clients with change management needs; learn and understand client business needs.
  • Coordinate with team members to ensure all client requests are handled appropriately and in a timely manner.
  • Add information on configurations to existing knowledge base, write documentation and document procedures as well as training content materials.
  • Perform testing of new software platforms and releases.
  • Maintain communication with customer during the incident resolution process.

Job Requirements:

Key Requirements

  • BS degree in an IT-related field is highly desirable.
  • Exceptionally strong organizational and prioritization skills
  • Articulate and pleasant telephone manner, exceptional interpersonal skills with outstanding customer service.
  • Must have the ability to meet very short deadlines and multitask in a fast-paced culture.
  • Must be detail oriented, patient, and proactive as well as eager to learn new applications.
  • Strong analytical, problem solving, documentation, and communication skills required these will be tested during the interview process.

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