Call Center Shift Lead – 6 Years Experience in Technical Support – PharmaNet, Mumbai

Posted on December 24, 2008. Filed under: Technical Support | Tags: , , , , , |

PharmaNet

PharmaNet, a global, drug development services company, provides a comprehensive range of services to the pharmaceutical, biotechnology, generic drug, and medical device industries. PharmaNet offers clinical-development solutions including consulting services, Phase I clinical studies, bioequivalency and pharmacodynamic studies, bioanalytical analyses, and Phase II, III, and IV clinical development programs. In addition, PharmaNet offers technology tools for managing clinical trial data.

 This Job is posted in http://www.pharmanet.com/aboutus/html/ for more details visit https://www.ultirecruit.com/pha1001/JobBoard/SearchJobs.aspx?__SVRTRID=B83DF025-78B0-457B-8A55-E71AF5DA1A6C

Job Details

Requisition Number 352
Post Date 12/3/2008
Title Call Center Shift Lead
City Mumbai
Country India
Description

·          Serve as the primary point of contact for all Pharmanet home office based employees and external clients via phone and email incidents/requests

·          Provide outstanding customer service through consistent follow through on all open issues/requests, open communications with the team and excellent documentation within the ticketing system

·          Oversee activity of shift call center staff

·          Receive all calls, e-mails on IT incidents or requests

·          Record all Incidents and requests

·          Search and contribute for solutions in knowledgebase

·          Update clients and IT units on progress of service/support requests

·          Escalate issues to more Team Lead personnel to ensure customer satisfaction on unresolved issues

·          Provide technical support for PC related hardware and software

·          Work with clients via phone, email, and web to provide guidance, informal training, and assistance with applications and/or hardware

·          Assist users with account questions, password resets, etc.

·          Monitor ticket queues for stale tickets

·          Monitor Infrastructure Dashboards for anomalies and escalate as appropriate

·          Resolve, de-escalate, or further escalate within the required client Service Level Agreements Coordinate issue resolution efforts with other departments to ensure timely and efficient resolutions are met and customer satisfaction is upheld

·          Maintain proper tracking of problem resolution for reference and management reporting 

·          Participate in the creation of Knowledgebase data

·          Review system metrics and help identify performance tuning needs

·          Continually increase Subject Matter knowledge on all core systems

Requirements

·          Associate’s Degree or equivalent degree/certification required; in lieu of degree, six years (total) relevant experience may be considered

·          Three years experience in a technology support roll

·          One year of experience in a senior or lead role within support

·          Solid understanding of PC based hardware (desktops/laptops), Microsoft Windows 2000/XP, Microsoft Office XP/2003, and remote access (i.e. VPN), network/local printers, network connectivity

·          Excellent troubleshooting skills with ability to create solutions based on heuristic identification

·          Exceptional customer service skills

·          Professional certifications (A+, MCP, MCDST etc) are preferred

·          Experience with HP or CA ticketing systems is preferred

·          Excellent verbal and written communications

·          Sound analytical, organizational and planning skills and the ability to achieve multiple team and customer objectives independently and in a deadline-sensitive fashion

·          Flexibility in working other shifts if needed

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