• Customer Support Representative

    Location US-NJ-Princeton
    Job ID
    2018-11102
    # of Openings
    1
    Job Category
    Customer Service/Support
  • Overview

    Contribute to a safer, secure and more sustainable World! At UL, we know why we come to work. Thousands of us around the world wake up every day with one common purpose – to make the world a safer, more secure, and more sustainable place to live. We clear the way for our customers to introduce the latest products, technological advances, and systems in an increasingly complex world so they can provide peace of mind to the market. Our integrity is woven throughout our company and shapes the way we approach and deliver our solutions. We are proud that the work we do every day has a meaningful contribution to society. We continue to build upon our legacy of trusted expertise and partnership to keep our communities safe and secure as we march forward into the future. This helps us to sleep better at night, and we are confident that the millions of people we touch rest easier too. #ThisIsOurNormal

     

     

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    Responsibilities

    The Client Service organization provides assistance to client system administrators or may act as the system administrator to support end users with the use and operation of our compliance and knowledge management system.  The department ensures that the level of support and all client interactions meet the department and company goals of providing superior customer service. The essential responsibilities and performance expectations listed below provide the framework for the elements that are necessary for that success.  

     

    Essential Duties and Responsibilities include (but are not limited to) the following:

    • Day-to-Day Support Activity includes monitoring and tracking of phone calls and emails, support of meetings, and inclusion in the after-hours on-call rotation.
    • Responsible for building and maintaining client relationships at both the Client’s Primary System Administrator and Management level, providing ongoing total quality account management through teamwork and proactive client communication. This includes regularly scheduled status calls, metrics, and pre- and post-implementation support.
    • Identification of account needs and then developing plans along with the Sales Account Director to meet them.
    • Manage and own client issues through entire issue lifecycle.
    • Develop and maintain deep knowledge of clients’ system customizations and interoperability with their in-house applications.
    • Responsible for making System Administrative updates to the system as requested.
    • Ensure client administrator list is maintained and remains current.
    • Utilize incident and case tracking software to document and track all relevant client issues and activity.
    • May be required to participate in creating and maintaining user manuals, system courses, monthly newsletters, and other reference and training support materials.
    • Assist the Sales Account Director in developing and responding to proposals.
    • May be required to assist in training new hires, both within client services as well as other departments.
    • May be required to facilitate and lead client training sessions, remote or on client premises.
    • May be required to provide demos of the ComplianceWire platform internally or with clients.
    • Ensure department compliance with regulations of 21 CFR Part 11 and all company processes directed by SOPs, for clients where appropriate.
    • Other Client Service support duties as required.

    Qualifications

    • Excellent people skills.
    • Outstanding organizational and communication (verbal and written) skills.
    • Detail oriented.
    • Superior troubleshooting abilities a must.
    • Intermediate knowledge of MS Excel, MS Word, MS Outlook.
    • Ability to handle multiple projects on different timelines.
    • Same day and overnight travel (approximately 10% of time).
    • Prior experience in the Pharmaceutical Industry and/or other regulated industries, adult education, customer support, sales support, project management and or training in the computer software industry.
    • Experience with web-based products and software a plus.

    Applicants must be currently authorized to work in the United States on a full-time basis without sponsorship both now and in the future.

     

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