Sr Product Support Specialist I

Description Overview

PLEASE NOTE: This is a fully remote position, Monday-Friday.

Scope of the Role

The Senior Product Support Specialist is responsible for performing the functions associated with responding to and handling of adverse events, complaints and inquiries for assigned product lines owned, manufactured or distributed by Perrigo or its subsidiaries. The person in this role also works to ensure all reports are processed in accordance with established company procedures, regulations and standards and will provide assistance and education to consumers via telephone and email correspondence.

Experience Required

• Full understanding of company products and how to support them. Continue to expand knowledge.
• Strong ability to work in a fast pace stressful environment, handling a high volume of calls and assignments daily.
• Operational compliance with Corporate and Department Policies and Procedures.
• Ability to work independently without constant supervision
• Ability to demonstrate strong critical thinking skills
• Answering customer calls and directly responding to questions, handling issues and providing guidance on services, adverse events, inquiries or complaints.
• Demonstrate good listening skills with the ability to diffuse irate or frustrated callers.
• At least five (5) years of professional work experience in healthcare or customer service.
• Computer literacy with experience in Microsoft Word and Excel is required, as is an ability to learn new systems as required.
• Knowledge of medical terminology, required.
• Adherence to individual and team service level metrics, case and submission timeframes.
• Excellent written and oral communication skills with strong interpersonal skills.
• Focus on service excellence to all customers in a clear, effective, courteous and professional manner.
• Demonstrated accuracy and thoroughness and ability to look at ways to improve and promote quality
• Previous experience working in an FDA regulated industry, preferred.
• Experience in customer interviewing techniques related to adverse events, product support and complaints, is preferred.
• Receive and handle priority adverse event cases from Product Support Specialist.
• Ability to focus on service excellence to all customers in a clear, effective, courteous and professional manner.
• Active RN, LPN, CNA, CPhT, CMA or EMT license with a minimal of 3 years practical experience in the associated field, is preferred. Significant professional work experience may be considered in lieu of an active license.
• Communicate with management on any complaint issues that represent a serious legal or liability issue, as well as unusual trends that may require additional analysis.
• Ability to multi task to resource documents while speaking with consumer.