Job Description

Company overview:TraceLink\'s software solutions and Opus Platform help the pharmaceutical industry digitize their supply chain and enable greater compliance, visibility, and decision making. It reduces disruption to the supply of medicines to patients who need them, anywhere in the world.Founded in 2009 with the simple mission of protecting patients, today Tracelink has 8 offices, over 800 employees and more than 1300 customers in over 60 countries around the world. Our expanding product suite continues to protect patients and now also enhances multi-enterprise collaboration through innovative new applications such as MINT.Tracelink is recognized as an industry leader by Gartner and IDC, and for having a great company culture by Comparably.OverviewAs part of the Healthcare Operations Services Team you will require a varied skill set consisting of friendly customer service skills, technical comprehension, and interpersonal skills, and time management to be successful. Our goal is to ensure our healthcare customers have a positive experience using our software and are successful in their daily compliance needs. The target candidate will have experience working with web applications, managing customer compliance data, regular customer communication, and troubleshooting issues as well as having a personality which puts the customer experience first.Responsibilities

• Monitor customer systems and resolve issues in a timely manner
• Work direct with customers via live webinars
• Review and build training as new applications and use cases develop
• Assist in the maintenance and configuration of customers\' vendors, products, and locations
• Add and/or update customer users and their access to the system
• Interact with customers and the TraceLink\'s Sales, Support, and Professional Services team to ensure the highest level of customer satisfaction
• Digitize compliance data from external systems and paper documents into TraceLink\'s system
• Work independently on projects and provide regular updates to team management and to customers
• Demonstrates a working knowledge of DSCSA regulations to resolve customer issues
• Provide feedback on issues that are commonly occurring
• Work directly with US based companies during US hours

Qualifications

• 2-4 years experience in a Customer Service Representative environment
• 1-2 years experience working with DSCSA regulations and requirements
• Expert level fluency in English required
• Passionate about providing a positive customer experience
• Strong customer friendly communication and attitude
• Excellent verbal and written communication skills
• Focused to get the job completed with high quality in a timely manner
• Ability to follow operational processes
• Focus on details in a compliance environment
• Bachelor\'s Degree with any specialization

Additional Skills

• SaaS support and troubleshooting
• Unix
• XML (EPCIS)
• EDI (ASN/X12/856+850)
• JIRA
• Salesforce

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TraceLink