Virtual Customer Support Specialist

Updated: May 11, 2022
Location: Somerset, NJ, United States
Job ID: 141008

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Overview

 

At Syneos Health, we challenge the status quo, we collaborate to deliver solutions, and we are passionate about changing lives…

We are looking for a talented individual to join our team as a Customer Support Specialist.

You’re a proactive problem-solver and you have the ability to make customers feel like your friend.

Service is in your DNA. You’re attentive, reliable, and eager by nature. You can’t help but go the extra two miles to do what’s best for a customer’s success. Your abilities to spark fast connections with people, solve their unique challenges, and provide unwavering support along the way make you a perfect fit for Syneos Health.

 

This opportunity is part of our Deployment Solutions team, which partners with top-tier pharmaceutical, medical device, and biotechnology companies to provide better, smarter, faster solutions for the industry.

Take part in leading the transformation of healthcare by joining the largest provider of outsourced commercial solutions to the healthcare industry. Under moderate supervision, the Customer Support Specialist is responsible for providing inbound customer support in a pharmaceutical environment. Customers include but are not limited to physicians, healthcare providers, and healthcare clinic personnel. 

Responsibilities

The Support Specialist is responsible for providing inbound customer support in a 24/7 call center environment. Duties include, but are not limited to: answering numerous inbound phone lines, email communication, outbound follow-up calls, system documentation, trouble shooting and problem solving.

  • The ability to work the following shift is a requirement: M/T/W 9:30am-6pm EST, Saturdays and Sundays 8am-4:30pm EST
  • This is a remote shift but you must reside within 1 hour driving distance to Somerset, NJ for occasional meetings

In this exciting opportunity, you are a great fit if you can….

  • Respond to customer inquiries, handle and resolve customer concerns in a timely yet empathetic manner
  • Provide customers with product and service information
  • Identify and escalate priority issues and adverse events as necessary
  • Actively listen to the customer
  • Answer incoming calls in a professional manner following client guidelines and business rules
  • Understand and utilize Telephony system and record appropriate information in CRM in accordance with customer business rules and training

 

Job Requirements

Along with a results-oriented mindset, self-assurance and an encouraging manner, the ideal candidate has:

Required

  • Experience in high-pressure and fast paced environment required
  • Excellent and persuasive communication skills both oral and written
  • Powerful customer focus; effective listener
  • Ability to function effectively in a team environment
  • Experience in a fast-paced environment
  • Efficient computer and data entry skills; ability to learn new systems and programs quickly
  • Strong multi-tasking ability
  • Hours will be day shift but must be flexible to work nights/weekends as needed for coverage
  • Ability to work remotely from home

Preferred

  • One or more years call center experience
  • Recent pharmaceutical or healthcare industry experience- e.g. Medical Assistant, Nurse’s Aide, EMT, health insurance company etc. is highly preferred
  • Experience in a regulated environment and/or one which required following detailed processes
  • The drive for self-development, the ability to collaborate, and an action-oriented work ethic


Interviews may be conducted in person at an on-site interview location. For any in person interviews, local Covid safety guidelines will be followed.

I understand that if I am made an offer of employment, it will be conditioned on my demonstration I am fully vaccinated OR I plan to initiate vaccination by my start date AND be fully vaccinated within 4 weeks of start date against the COVID-19 virus. ​

IMPORTANT: I understand that if the role for which I am applying requires extensive in-person contact with colleagues, health care providers, clients and other medical professionals who have stringent vaccination requirements that all Syneos Health employees with whom they partner be fully vaccinated and will not accept or consider any exemptions. I understand I can request an exemption from Syneos Health’s vaccination requirement based on a qualifying medical condition or sincerely-held religious belief. However, in the event that I successfully obtain an exemption, I understand that it is highly unlikely that I will be able to adequately perform the essential functions of this position without imposing an undue hardship on Syneos Health due to the clients’ demands.


At Syneos Health, we believe in providing an environment and culture in which our people can thrive, develop and advance. We reward and recognize our people by providing valuable benefits and a quality of life balance.

Why Syneos Health? Our employees voted Syneos Health as the overall winner in MedReps’ Best Places To Work In Medical Sales Awards. Join a game-changing global company that is reinventing the way therapies are developed and commercialized. Here, you’re empowered to exceed your sales goals with the autonomy you need to over deliver. We’re dedicated to creating better, smarter, faster ways to get biopharmaceutical therapies to patients. Syneos Health has launched more sales teams in the last 5 years across all major Therapeutic Areas than the top 25 pharma companies combined. By joining Syneos Health, you’ll be connected to our multitude of career paths and pipeline of employment opportunities.

WORK HERE MATTERS EVERYWHERE | How will you accelerate pharmaceutical sales?

Syneos Health is an affirmative action/equal opportunity employer (Minorities/Females/Veterans/Disabled)


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