Technical Support

PSC Biotech provides the life sciences with essential services to ensure that health care products are developed manufactured and distributed to the highest standards in compliance with all applicable regulatory requirements.

We are hiring a Technical Support Associate who will serve as first point of contact for customer inquires and support internal users. This role will support MonFri 5 AM 2 PM Philippine Standard Time.

• Serve as 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 screen share.
  
• Participate and contribute to continuous improvement.
  
• Other duties as assigned.
  

Requirements

• 2 years of experience
  
• IT specialist or comparable education 1st level support experience in handling international customer inquiries and Service Level agreements
  
• Experience in one programming language (Linux SAML SQL NO SQL)
  
• Multitasking goal oriented and able to work independently
  
• Great communication skills and client facing skills
  
• Passionate about customer support and helping customers
  
• Fluent in English
  

Preferred

• BA/BS degree in Computer Science or related technical field
  
• Experience with Freshdesk or similar systems
  
• Existing knowledge of the regulated life science marketplace
  
• Existing knowledge of life science enterprise SoftwareasaService
  
• Ability and willingness to travel
  

Demonstrated Competencies:

• Customer Support Comfortable speaking with customers and providing solutions
  
• Time Management Manage workload and other projects assigned accordingly
  
• Communication Ability to communicate clearly and concisely to customers in written and verbal form
  
• Relationship Building Work with and across both internal and external customers while building a collaborative partnership.
  
• Analytical Skills Identify research and demonstrate logical reasoning to communicate critical information.
  
• Interpersonal Awareness Ability to be aware of how actions ideas and communication can/does affect people and their outcomes.
  
• Agility Meet objectives by responding to competing and changing priorities and multiple tasks under inflexible timelines