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 cloud-based software solutions for Quality Management and Regulatory Inspections, pharmaceuticals contract manufacturing professionals, and metrology services to our clients.

\xe2\x80\x98Take your Career to a new Level\xe2\x80\x99

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 like-minded 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 diverse-cultural work setting.

Employee Value Proposition

Employees are the \xe2\x80\x9cheartbeat\xe2\x80\x9d of PSC Biotech, we provide unparalleled empowering career development though Learning & Development in-house training mentorship through constant guidance to facilitate career progression. We believe in creating high performing teams that can exceed our client\xe2\x80\x99s 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:

\xc2\xb7 Customer Support \xe2\x80\x93 It is a non voice process
\xc2\xb7 Time Management \xe2\x80\x93 Manage workload and other projects assigned accordingly
\xc2\xb7 Communication \xe2\x80\x93 Ability to communicate clearly and concisely to customers in written and it is a non voice process
\xc2\xb7 Relationship Building \xe2\x80\x93 Work with and across both internal and external customers, while building a collaborative partnership.
\xc2\xb7 Analytical Skills \xe2\x80\x93 Identify, research, and demonstrate logical reasoning to communicate critical information.
\xc2\xb7 Interpersonal Awareness \xe2\x80\x93 Ability to be aware of how actions, ideas, and communication can/does affect people and their outcomes.
\xc2\xb7 Agility \xe2\x80\x93 Meet objectives by responding to competing and changing priorities and multiple tasks under inflexible timelines.

Requirements

REQUIRED SKILLS AND EDUCATION:

\xc2\xb7 2 + years of experience
\xc2\xb7 IT specialist or comparable education 1st level support experience in handling international customer inquiries and Service Level agreements
\xc2\xb7 Multitasking, goal oriented and able to work independently
\xc2\xb7 Great communication skills and client facing skills
\xc2\xb7 Passionate about customer support and helping customers
\xc2\xb7 Fluent in English

DESIRED SKILLS, EDUCATION, AND CERTIFICATIONS:

\xc2\xb7 BA/BS degree in Computer Science or related technical field
\xc2\xb7 Experience with Freshdesk or similar systems
\xc2\xb7 Existing knowledge of the regulated life science marketplace
\xc2\xb7 Existing knowledge of life science enterprise Software-as-a-Service

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

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PSC Biotech