- Serve as the first-point-of-contact for phone, email, web, and chat inquiries from both internal and external partners.
- Triage and convert incoming requests to determine priority, clinical risk, and required resolution path.
- Provide direct resolution for common issues (account access, system navigation, basic triage, educational) and escalate complex issues to L2/L3 Assignment Groups.
- Communicate clearly in high-stress situations; Manage user expectations and provide timely status updates.
- Maintain a high standard of customer service (empathy, clarity, accountability, follow-through).
- Log all Cases accurately in a ticketing system (ServiceNow) with complete categorization, priority, and SLA targets.
- Provision user requests to create accounts, add, modify or delete user access to multiple systems or applications. Edit learning curriculums and send out training invites.
- Proactively monitor cases and ensure they receive continuous follow-up and extensive user support until resolution.
- Provide support for both pharma and vaccine-related systems including urgent temperature-excursion related requests.
- Act as a frontline Subject Matter Expert for a specific medication-related clinical system ensuring urgent support and timely action.
- Adhere to all established Key Performance Indicators including SLA compliance and User Satisfaction feedback.
Problem SolvingCustomer serviceServiceNow