Customer Support Specialist

Company Description

IntegriChain is the data and application backbone for market access departments of Life Sciences manufacturers. We deliver the data, the applications, and the business process infrastructure for patient access and therapy commercialization. More than 250 manufacturers rely on our ICyte Platform to orchestrate their commercial and government payer contracting, patient services, and distribution channels. ICyte is the first and only platform that unites the financial, operational, and commercial data sets required to support therapy access in the era of specialty and precision medicine. With ICyte, Life Sciences innovators can digitalize their market access operations, freeing up resources to focus on more data-driven decision support.  With ICyte, Life Sciences innovators are digitalizing labor-intensive processes – freeing up their best talent to identify and resolve coverage and availability hurdles and to manage pricing and forecasting complexity.

We are headquartered in Philadelphia, PA (USA), with offices in: Ambler, PA (USA); Pune, India; and Medellín, Colombia. For more information, visit www.integrichain.com, or follow us on Twitter @IntegriChain and LinkedIn.

We are excited to offer a hybrid working environment for our employees. To be successful in this role, there are some requirements to visit our office locations from quarterly to a few times a quarter for workshops, team meetings and collaboration between teams.

Job Description

Your mission at IntegriChain:

IntegriChain is seeking a motivated customer support professional to assist our front-line ICyte Analytics platform customer support help desk team.

Reporting to the Customer Support Team Lead, this individual will be responsible for day-to-day customer help desk support for all customers, both internal and external. The position is ideal for a candidate looking to expand their customer support skills all while maintaining the value and satisfaction of our customers.  A person who can collaborate cross-functionally and work with all levels of the organization is a great fit for this role.

What this role entails:  

• Creating and maintaining customer organizations and users throughout multiple ICyte Analytics platform modules.
• Tier 1 support for Data Solutions customers: Answer questions, troubleshoot customer access issues, and maintain customer satisfaction.
• Support the onboarding of New Customers to Inventory Analytics, and ability to surface weekly deliverables.
• Responsible for following established process to implement Single-sign on access for internal and external users
• Support biannual External Customer and Internal user audits including thorough documentation, performing outreach, following up as needed and ensuring timely completion.
• Shared accountability to administer customer support phone line to ensure coverage between the hours of 8am and 8pm EST
• Create and update Help Desk Support and account administration documentation.

Qualifications

What you’ll need to thrive in this role:

• Ability to work independently and take initiative.
• Strong ability to manage multiple priorities and switch quickly between tasks to address time sensitive issues while progressing longer term projects.
• Excellent verbal and written communication skills.
• Strong analytical, problem solving, organizational, and administrative skills.
• Ability to work independently, as well as a team member, in a dynamic, fast-paced, and deadline-oriented environment.
• Strong cross functional skills to develop working relationships throughout all levels of the organization.
• Excellent problem solving and technical troubleshooting skills to solve customer issues.

What you’ll bring to the table:

• 2 years of work experience in a customer facing role
• Bachelor’s degree preferred
• Excellent verbal and communication skills
• Proficiency in Microsoft Office suite, exposure to Salesforce a plus
• Aptitude to learn proprietary systems/applications quickly and easily
• Flexibility and a positive attitude in addressing customer issues

Additional Information

What does IntegriChain have to offer?

• Mission driven: Work with the purpose of helping to improve patients' lives! 
• Excellent and affordable medical benefits + non-medical perks including Flexible Paid Time Off and much more!
• Robust Learning & Development opportunities including over 700+ development courses free to all employees