Pay: $21 to $23 hourly
Schedule: Mon – Fri; 8:30 AM to 5:00 PM
Duration: 8 months, possibility of extension
Job Description:
Summary
This is an entry-level technical support position within the Customer Care group, responsible for learning and supporting Customer Care Development, Requirements, Functional Testing, Technical Issues, and general tier one support. This position provides an opportunity to develop expertise in digital solutions and quality assurance processes while supporting the Customer Care Department and related functional areas. The position involves working closely with the Customer Care Digital Transformation Leader, IT, and other departments under guidance and mentorship. This position will contribute to upcoming ERP implementation activities, including requirements gathering, testing support, validation assistance, and go-live support activities.
Essential Functions
- Builds expertise to serve as a technical resource for digital tools and technologies supporting the Customer Care function.
- Assists in identifying and documenting technical issues, ensuring proper communication and escalation to the IT department.
- Supports the management of Help Desk tickets within the Customer Care Group under supervision.
- Assists with troubleshooting system-related problems across platforms such as ERP, phone systems, web interfaces, OCR, and other integrated technologies, while learning to maintain detailed documentation.
- Participates in testing and validation activities for new and existing systems and digital solutions used by the Customer Care team.
- Supports the development of functional requirements and test scripts under guidance.
- Provides regular updates on assigned tasks, project progress, and learning milestones.
- Handles Tier 1 technical issues and support requests within the Customer Care Group with mentorship.
- Assists in communication between Customer Care and IT/Development teams regarding technical requirements.
- Participates in daily team meetings, learning to present metrics and contribute insights.
- Represents the Customer Care Group at internal meetings with support from senior team members.
- Assists with the creation of department reports, queries, and data gathering for Customer Care Group.
- Other duties and projects as assigned to support professional development.
Minimum Qualifications
- Bachelor’s degree or equivalent combination of education and experience.
- 0–2 years of Customer Service experience in an office setting.
Preferred Qualifications
- Bachelor’s Degree in Business, Information Systems, or related field.
- AI Experience – Must.
- 1–2 years of Customer Service experience in biotech, pharma, or related industry.
- Basic familiarity with Enterprise Resources Planning (ERP) systems.
- Basic familiarity with Customer Relationship Management (CRM) systems.
- Some experience with order processing or data entry preferred.
- Strong verbal and written communication skills.
- High attention to detail and commitment to accuracy.
- Demonstrated initiative, self-direction, and ability to prioritize tasks.
- Interest in technology and process improvement.
- Ability to adapt to a fast-paced and evolving environment.
- Analytical thinking and ability to learn technical concepts quickly.
- Strong computer skills, including proficiency with MS Office programs.