Product Support Specialist
- Product Support
- Perform complex problem-solving tasks on behalf of customers and internal users to identify the root cause and provide remediation.
- Perform frontline customer support to ensure that users experience high levels of customer satisfaction in both study set-up and support.
- Develop and maintain a strong knowledge base of all products and services offered via the Almac Gateway.
- Provide support for users of Almac Gateway Services via telephone and email.
- Create and maintain user accounts for internal and external users as needed.
- Track all support calls/emails using ServiceDesk.Set up data exchanges for new projects (e.g., IRF, Autoship etc.)
- Additional Support
- Analyze metrics to identify trends and highlight areas for product enhancement. Providing feedback to the Business Analysts regarding suggestions for product enhancement.
- Maintain tracking spreadsheets for various products
- Ensure all administrative work (including ticket closeout where applicable) is completed for support activities.
- Provide training for internal and external users on Almac Gateway applications.
- Provide administrative support by writing SOPs, user training material, work instructions etc.
- Perform data change testing
- High School Diploma or equivalent
- 1+ years’ experience in clinical research
- Competent in use of Microsoft office applications
- Pharmaceutical Industry knowledge
- Clinical Trials process knowledge
- Availability to be on-call (outside work hours)
- Bachelor’s degree in Life Science, Business, Math or IT discipline
- Experience equivalent to Bachelor’s degree
- Experience working with Almac’s processes
- Knowledge of Almac’s internal business systems
- GXP
- Clinical Trials
- 21CFRPart11
- 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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