Customer Support Analyst - Pharmaceutical Sales

Sales Operations Support Team

Our client has engaged us to establish a Sales Operations support team to triage and resolve issues impacting Pharmaceutical Sales Representatives and their organizations. Requests will be initiated through a ticketing system and the Customer Support Analyst will be expected to handle these requests in a professional and timely manner, with ongoing feedback to the requestor as to the status of their request. As new and challenging types of requests are received, the Customer Support Analyst will be expected to document their approach as Standard Operating Procedures.

The ideal candidate should possess great communication, presentation and organizational skills. They should be able to conduct an extensive amount of research at a rapid pace, and feel comfortable engaging experts throughout the organization to obtain the necessary answers and resolutions. The candidate must also be comfortable with a predefined Service Level Agreement (SLA) and being held accountable to such SLA on a day to day basis.

It is preferred the expert be comfortable with computer systems and confident to learn new systems as needed. Experience in SalesForce.com, Veeva, BI tools, Field Reporting and CRM/SFA is a plus.