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User Support Specialist

2 months ago

Philadelphia, Pennsylvania, United States IntegriChain Full time
Job Overview

Company Overview:
IntegriChain serves as the essential data and application infrastructure for market access teams within Life Sciences organizations. Our solutions empower over 250 manufacturers by providing the necessary data, applications, and business process frameworks for patient access and therapy commercialization. The ICyte Platform is the first of its kind, integrating financial, operational, and commercial data sets to facilitate therapy access in the context of specialty and precision medicine. By leveraging ICyte, Life Sciences innovators can streamline their market access operations, allowing them to focus on data-driven decision-making and optimizing resource allocation.

We are proud to support a hybrid work environment, requiring occasional visits to our office for collaborative efforts and team engagements.

Your Role at IntegriChain:

We are in search of a dedicated customer support professional to join our ICyte Analytics platform help desk team. Reporting to the Customer Support Team Lead, you will be instrumental in providing daily support to our diverse customer base, ensuring their needs are met effectively.

Key Responsibilities:
  • Manage the creation and maintenance of customer organizations and user accounts across various ICyte Analytics platform modules.
  • Provide Tier 1 support for Data Solutions customers by addressing inquiries, troubleshooting access issues, and ensuring high levels of customer satisfaction.
  • Assist in onboarding new customers to Inventory Analytics, ensuring the delivery of weekly updates.
  • Implement Single Sign-On access for both internal and external users, following established protocols.
  • Participate in biannual audits for external customers and internal users, ensuring thorough documentation and timely follow-ups.
  • Share responsibility for managing the customer support phone line, ensuring coverage during operational hours.
  • Develop and maintain Help Desk Support documentation and account administration guidelines.
Qualifications:

To excel in this position, you will need:

  • Proven ability to work autonomously and take initiative.
  • Strong organizational skills with the capacity to manage multiple priorities and adapt quickly to changing tasks.
  • Exceptional verbal and written communication abilities.
  • Analytical and problem-solving skills, with a keen attention to detail.
  • Ability to collaborate effectively as part of a team in a fast-paced, deadline-driven environment.
  • Strong interpersonal skills to build relationships across various levels of the organization.
  • Technical troubleshooting skills to resolve customer inquiries efficiently.
What You Bring:
  • A minimum of 2 years of experience in a customer-facing role.
  • A Bachelor's degree is preferred.
  • Proficiency in Microsoft Office Suite; familiarity with Salesforce is advantageous.
  • Quick adaptability to learn proprietary systems and applications.
  • A positive attitude and flexibility in addressing customer challenges.
What IntegriChain Offers:
  • A mission-driven environment focused on enhancing patient outcomes.
  • Comprehensive medical benefits along with flexible paid time off and additional perks.
  • Extensive learning and development opportunities, including access to over 700 development courses at no cost to employees.