IT Technical Support Liaison

Come join the true partner of global healthcare companies, Amplity Health. We continually challenge the boundaries of medical and commercial strategies to accelerate the approval and launch of new drugs to improve the lives of patients.

IT Technical Support Liaison

Amplity has a current opportunity for an Information Technology Support Liaison. This is a full-time position working on behalf of one of our top clients. As an Amplity employee you will a base salary, bonus potential,401K, medical, dental, vision, employer funded life insurance, long-term, short-term disability, mental wellness program, paid holidays, PTO and more.

The IT Technical Support Liaison will serve as the primary interface with the client‘s technology teams within a remote Contact Center environment. This comprehensive role involves supporting remote user issues and collaborating closely with application managers and developers from the Client technology teams.

Responsibilities:

• Serve as the main point of contact and manage technical issues with the client technology teams to support daily functions, ensure seamless communication, and issue resolution.
• Provide technical support (Hardware and Software) for call-center users.
• Experience and understanding of Salesforce Service Cloud platform with support of and use of Salesforce.com in a call center environment.
• Collaborate across CIC/PSC/MI functions.
• Support systems such as, ARC, AEGIS, 1QEM, SharePoint, SAP and Outlook.
• Support the design and implementation of future call center capabilities / enhancements / upgrades.
• Regularly monitor system performance and user feedback to identify potential issues and areas for improvement.
• Maintain detailed records of support requests, resolutions, and ongoing issues to ensure transparency and continuous improvement. Work with Salesforce team to ensure proper documentation of processes such as Rep Locator functionality.
• Implement Project Management tasks.
• Provide primarily remote support 5 days a week, 8:30 am to 5:00 pm ET
• Other duties as needed.

Qualifications:

• Bachelor‘s degree in information technology, Computer Science, or a related field from an accredited university or college.
• 3 + years‘ experience in Salesforce.com support.
• 2 + Experience with VIOP, CX, CIC phone systems.
• Strong Collaboration skills
• Planning and coordination
• Technology implementation and support
• Performance monitoring
• 4 + years‘ hands-on experience in hardware / software support.
• Strong and effective communications skill, written and oral.
• Self-motivation and the ability to be self-directed when necessary.
• Strong problem-solving skills, excellent communication abilities, and proficiency in various hardware and software systems.
• Relevant certifications such as CompTIA A+, Network+, or similar are preferred.

Key Competencies:

• Technical Expertise:In-depth knowledge of IT systems, networks, and software applications.
• Communication:Ability to convey technical information clearly and effectively to non-technical users.
• Collaboration:Strong teamwork skills and the ability to work effectively with diverse teams.
• Customer Focus:Commitment to providing exceptional support and ensuring user satisfaction.

EPICC Values:

All positions at Amplity Health have a responsibility to demonstrate our EPICC Values in order to uphold our high-service standards.

Excellence: We set high standards. We are solutions-focused and achieve outstanding results with a professional and positive attitude.

Passion: We love what we do. Our energy inspires, engages, and motivates others.

Innovation: Our ideas set us apart. We are curious and bold and challenge traditional ways of working.

Integrity: We are open, honest, and transparent. We do the right thing with courage and understanding.

Collaboration: We are better together. We actively seek the participation of others to achieve greater outcomes.

ABOUT US

We have a 40-year track record of delivering solutions for Pharma and Biotech companies large and small.

Our wide-ranging capabilities include clinical and medical outsourced teams; clinical and medical capability development; companion diagnostic and precision medicine solutions; medical communications; expert engagement; remote and field solutions for patients, payers, and physicians; and strategic and access consulting. Therapeutically, we cross many areas but have been a leader in oncology and rare diseases.

Our one-of-a-kind Insights database offers clients a detailed view into patient-provider interactions and provider treatment rationale not found through any other provider.

Every offering, every touchpoint, every solution is designed to ensure our pharmaceutical client‘s patients gain access to and benefit from the best medicines for the right reasons.

OUR CULTURE

Our company values align to our partnership vision and define our culture. These EPIIC values are reinforced in our people, our processes, and the solutions we provide for our clients: Excellence, Passion, Innovation, Integrity, and Collaboration.

We believe that delivering on true partnership for our clients begins and ends with our own team, which is why we relentlessly recruit and maintain teams devoted to living our EPIIC values. The result? An inclusive, collaborative, and respectful culture we are proud of. We hold one another accountable to maintaining a safe workspace where we challenge one another to bring our best selves to work each day.

You will never feel unsure about how our EPIIC values look when lived out. We make conscious efforts to model and reward behaviors that remind our colleagues, clients, vendors, and partners what we stand for.

We foster a sense of belonging by ensuring contributions are heard and respected. We want every member of the team to feel like they have a voice and they can use it. Constantly challenged and always supported, each member of our team is empowered to create innovative, meaningful outcomes for our clients.

Opportunities with Amplity offer competitive compensation and dependent on the opportunity could include a comprehensive benefits package and 401K benefits.

To learn more about us, visit our website at amplity.com or our social media pages, linkedin.com/company/amplity-health and twitter.com/amplityhealth.

CELEBRATING DIVERSE PERSPECTIVES

We passionately champion a culture of belonging, with transparent company practices that drive diversity, equity, and inclusion. Our commitment to inclusion is core to who we are. We welcome people with diverse backgrounds and perspective who ignite curiosity and challenge the status quo. As a provider of services across 6 continents, our team is as diverse as the clients we serve and the countries we work in.

We seek to create an inclusive, fair, and respectful environment that celebrates the individual differences and unique perspectives each person brings; where everyone feels a sense of belonging and can be their true, authentic, and best self.

As an equal opportunity employer, we welcome everyone to our team. We promise to maintain a safe working environment where team members can thrive. The IDEA - Amplity‘s Inclusion, Diversity, and Equity Alliance - makes sure of it. The IDEA helps our organization embrace diverse business practices, creates a sense of community through colleague resource groups, reminds our leaders to sponsor and embrace diversity, equity, and inclusion, and encourages cultural competence and awareness through company-wide resources for learning.

Our commitment to diversity spans our people, our processes, and our suppliers.

OUR DIVERSITY POLICY

We encourage and support equal employment opportunities for all associates and applicants for employment without regard to sex, race, color, religion, national origin, age, disability, marital status, sexual orientation or veteran status. Employment decisions are evaluated on the basis of an individual‘s skills, knowledge, abilities, job performance and other qualifications. In addition, Amplity Health maintains policies and procedures designed to comply with applicable federal, state and local laws governing non-discrimination in employment in every location in which Amplity Health has facilities.

---