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Location

Hyderabad | India

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Job description

About PSC Biotech Ltd

Who we are

PSC Biotech is a leading Biotech Consultancy firm founded in 1996 headquartered in Pomona California USA with Global operations in Ireland India Singapore Australia and the US serving 350 clients in more than 23 countries worldwide. We provide cloudbased software solutions for Quality Management and Regulatory Inspections pharmaceuticals contract manufacturing professionals and metrology services to our clients.

Take your Career to a new Level

PSC Biotech disrupts the conventional consultancy model by aligning our EVP as one of the unique selling point which includes the opportunity to work with the most talented cohort of likeminded professionals operating in the Pharma/ Biotech Industry. We offer a permanent contract of employment giving exposure of working in Top Pharmaceutical client sites in a diversecultural work setting.

Employee Value Proposition

Employees are the heartbeat of PSC Biotech we provide unparalleled empowering career development though Learning & Development inhouse training mentorship through constant guidance to facilitate career progression. We believe in creating high performing teams that can exceed our client s expectations with regards to quality of all scalable and business unit deliverables staying under budget and ensuring timelines for our deliverables are being met.

Role : IT Technical Support (100% remote role in India)

Work Mode: Remote/ Work From Home

DUTIES AND RESPONSIBILITIES:

• First point of contact for all tickets of calls from our customers or internal users
  
• Create tickets for calls based on Freshdesk process
  
• Add applicable information to tickets company issue customer information
  
• Define priority of tickets in relation to SLA
  
• Escalate priority tickets directly to 2nd level support and manage that communication
  
• Assure service level agreements are being met
  
• Collaborate with customers based on given and preferred communication channels to include phone email and screenshare
  
• Participate and contribute to continuous improvement
  

DEMONSTRATED COMPETENCIES:

Customer Support I t is a non voice process
Time Management Manage workload and other projects assigned accordingly
Communication Ability to communicate clearly and concisely to customers in written and it is a non voice process
Relationship Building Work with and across both internal and external customers while building a collaborative partnership.
Analytical Skills Identify research and demonstrate logical reasoning to communicate critical information.
Interpersonal Awareness Ability to be aware of how actions ideas and communication can/does affect people and their outcomes.
Agility Meet objectives by responding to competing and changing priorities and multiple tasks under inflexible timelines.

Requirements

REQUIRED SKILLS AND EDUCATION:

2 years of experience
IT specialist or comparable education 1st level support experience in handling international customer inquiries and Service Level agreements
Multitasking goal oriented and able to work independently
Great communication skills and client facing skills
Passionate about customer support and helping customers
Fluent in English

DESIRED SKILLS EDUCATION AND CERTIFICATIONS:

BA/BS degree in Computer Science or related technical field
Experience with Freshdesk or similar systems
Existing knowledge of the regulated life science marketplace
Existing knowledge of life science enterprise SoftwareasaService

Timings: Monday Friday: 04:30 PM 01:30 AM Indian Standard Time ( 07:00AM 04:00PM EST ) WeekOff : Saturday & Sunday

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DEMONSTRATED COMPETENCIES: Customer Support It is a non voice process Time Management Manage workload and other projects assigned accordingly Communication Ability to communicate clearly and concisely to customers in written and it is a non voice process Relationship Building Work with and across both internal and external customers, while building a collaborative partnership. Analytical Skills Identify, research, and demonstrate logical reasoning to communicate critical information. Interpersonal Awareness Ability to be aware of how actions, ideas, and communication can/does affect people and their outcomes. Agility Meet objectives by responding to competing and changing priorities and multiple tasks under inflexible timelines.

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