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Rep - Customer Systems Support I

Posted: 7/16/2014
Amerisource Bergen Service Corporation jobinfo
  • Company
    AmerisourceBergen
  • Location
    Chesterbrook, PA 19087
  • Job Status/Type
    Full Time Employee
  • Job Category
    Customer Support/Client Care
  • Occupation
    Call Center
    Technical Customer Service
  • Career Level
    Experienced (Non-Manager)
  • Reference Code
    000015HG
About Amerisource Bergen Service Corporation
AmerisourceBergen is driving innovative \partnerships with global manufacturers, providers and pharmacies to improve product access and efficiency throughout the healthcare supply chain. As part of the largest global generics purchasing organization, the leading specialty pharmaceutical services provider and the partner with more community and health system pharmacy relationships.
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POSITION SUMMARY:
 


Under general supervision of the Technical Services Manager, or other supervisory/management-level associate within the regional User Services structure, the Customer Systems Support Representative I  is responsible for responding to Customer calls and emails relative to systems support and training for AmerisourceBergen applications/systems such as ABC PassPort, EDI, Reporting tools, hand-held technology, etc.
 




PRIMARY DUTIES AND RESPONSIBILITIES:



1. Provides support for customers calls and emails to resolve customer issues with ABC-owned and customer-owned hardware, applications, connectivity (including network, firewall, security) and standard customer technical support related issues that arise from the customer's use of these ABC applications.
2. Maintains a deep understanding of ABC system solutions and leverage the most relevant features/functionality when speaking with customers about their specific business issues.
3. Documents potential system and process enhancement recommendations based on customer feedback.
4. Independently facilitates systems training to end users and sales representatives in formal sessions such as scheduled classroom or web-ex training or in a one-on-one setting.
5. Conducts product presentations and demos to current and potential customers as needed.
6. Promotes ABC proprietary applications when communicating directly with customers telephonically, in written form or in person.
7. Manages and resolves customer complaints; escalating to Manager and/or Sales Business Owner as necessary.
8. Conducts research on new technology as requested in order to stay abreast of any new releases and features of business operating systems and software utilized by the organization.
9. Documents customer interactions according to standard operating procedures in support of efforts to providing a consistent, high-quality customer experience.
10. Manages and completes project ticket assignments to achieve desired results within the defined timeline.
11. Supports Customer Systems Solution Specialists in the set-up and transition of new accounts or initiatives relative to ABC systems.
12. Performs related duties as assigned.







EXPERIENCE AND EDUCATIONAL REQUIREMENTS:
 


A+ Certification, Net+ and Security + certification a plus.  Company-standard issue hardware certification and former healthcare, pharmacy or hospital experience  a plus.  Requires some training in fields such as business administration, accountancy, sales, marketing, computer sciences or similar vocations generally obtained through completion of a four year Bachelor's Degree program, technical vocational training, or equivalent combination of experience and education. Normally requires a minimum of two (2) years directly related and progressively responsible experience; experience in a customer service environment and supporting PCs in a LAN environment a plus.
 




MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:



1. Knowledge of operating systems related to personal computer systems and peripherals, handheld technologies, RF and wired networking technologies, telephone systems, network servers and internal wiring
2. Strong computer skills in order to effectively diagnose mixed environment systems conflicts
3. Strong understanding of current technologies in area of expertise
4. Ability to communicate effectively both orally and in writing
5. Strong customer focus and ability to manage customer expectations
6. Excellent teamwork
7. Good interpersonal skills
8. Strong analytical skills; attention to detail
9. Self-discipline for performing quality work; self starter
10. Ability to prioritize work load and consistently meet deadlines; good time management skills
11. Ability to blend creativity, problem solving, and technical skills to sustain successful customer relationships
12. Coordinates customer resolution with Customer CARE, Corporate IT (EITS), EDI, ABTG and others, where necessary.






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