Account Support Representative Jobs

Project and large account management experience

Working knowledge or ITIL incident, problem and release management process and procedures

Management – High-level oversight/escalation point for the customer’s ServiceNow Case, Problem, and Change records

Reporting – Agreed upon and regular service management reporting and analysis

Coordinate internal resources, including technical and customer support, professional services and management to meet account performance objectives and customers’ expectations

Manage special projects as assigned by management to meet customer and cross-functional team needs

Must have problem solving skills to drive case and escalation management from beginning to resolution

Proven ability to manage complex, high pressure situations, staying focused on the right priority and effectively handle time-management

Sufficient technical skills to obtain NCTA certification

Must have proven leadership experience and success supporting a large financial customer

Must possess “ownership” mentality in building internal/external relationships, driving actions, and ensuring the best customer experience

Excellent interpersonal communication and customer service skills in order to collaborate successfully with customers and cross functional teams

Strong interpersonal and time management skills, and an ability for productive collaboration across varying departments

Complete customer support activities including but not limited to product administration scheduling, associated order management and delivery

Effectively leverage internal systems for ongoing case management which includes phone and email outreaches, case documentation, and customer inquiry/request resolution.

Proficient in PowerPoint and Excel, telephony and navigating systems related to product ordering and case management preferred

1+ years of progressive business experience in the biopharmaceutical industry with broad understanding of pharmaceutical sales, marketing, customer and patient services

Ability to manage multiple projects and consistently meet deadlines

Direct handling of the troubleshooting phase, including phone communication and remote sessions with the customer.

Diligent tracking of every request coming from the customers you manage, from ticket creation until its resolution.

Ensure the implementation meets the requirements defined by the customer and perform regular health checks on it.

Closely follow every project your customers are involved in to ensure you remain knowledgeable and informed.

At least 5 years of technical support experience

Consolidated experience in troubleshooting Linux server-side applications

Mathematical knowledge: Experience in basic accounting procedures, exceptional math skills, Ability to analyze numerical data and identify trends

Maintain electronic documentation of standard work procedures for customer account management

Other duties as may be assigned at management’s discretion

Strong written and verbal communication skills – Communication with Customer, Account Managers, and other MBCI associates

Manage the invoicing functions for all completed orders

Manage warranty calls-both homeowner and builder related