Digital Support Specialist
4 weeks ago
Job is hybrid - and WFH
zip code 15051
NO C2C
must be able to work W2 and local Pennsylvania candidates preferred
This role will provide Level 1 support and routine/preventative maintenance for software products to our customers and partners, all in a timely manner.
Position Duties and Responsibilities
• Provide world-class support, in cooperation with our partners, using our end-to-end tech stack and processes, ensuring that customer needs are addressed;
• Have the ability to coordinate/participate in numerous tasks/projects in a fast-paced environment in an organized manner while meeting deadlines;
• Facilitate feedback from customers to Marketing, Sales, Product Management and Customer Success to ensure continuous customer driven product improvements;
• Ensure high level of quality of the Radiology Digital Solutions Platform, through continuous testing and focus on data quality;
• Handle customer requests and complaints; technical, clinical, and workflow, in a prompt and effective manner for Bayer’s digital offerings;
• Respond in a highly professional manner to incoming calls, emails, and other requests in a timely fashion;
• Using an internal Knowledge Management system, identify and troubleshoot issues with the goal of increasing customer satisfaction;
• Assist product development and sustaining teams in preparation of technical documents and creating support process documentation;
• Article writing for the knowledge management system.
Requirements/Preferences: Education Minimum Requirement: Associate Degree
Education Preferred if different from above: Bachelor's Degree
Skills & Competency Requirements
Associate’s degree or Bachelor’s degree;
Strong verbal and writing communication skills;
Proficient in Microsoft office products and/or other products which may be used in the position;
Hands-on mentality, self-motivation, team-player attitude, detail-orientation, and results-driven mindset;
Domestic (5-10%) limited travel.
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