Customer Support Associate (Remote)
- Position Overview
We are seeking a highly skilled Subject Matter Expert to join our remote team, bringing deep healthcare industry knowledge combined with exceptional customer service capabilities. This night shift position (Eastern Time Zone) requires an individual who thrives on solving complex problems while maintaining an unwavering focus on customer satisfaction.
Work Schedule & Environment.
Work Location: 100% remote position with home office setup
Time Zone Requirement: Must be available to work night hours in Eastern Time Zone
Equipment: Company will provide necessary technology and equipment for remote work success
Serve as the primary point of contact for complex customer inquiries requiring specialized healthcare knowledge
Provide expert guidance and solutions to internal teams and external stakeholders on industry-specific matters
Analyze customer needs and recommend tailored solutions that exceed expectations
Collaborate with cross-functional teams to resolve escalated issues and implement process improvements
Document and share knowledge to enhance team capabilities and customer experience
Required Qualifications
Education
Bachelor's degree in Pharmacy, Healthcare Administration, or related field
Advanced degree preferred but not required
Experience
3-5 years of progressive experience in pharmaceutical or healthcare industry or customer service
Demonstrated track record of customer-facing roles with measurable success metrics
Core Competencies
Customer Excellence: Proven ability to build and maintain strong customer relationships with exceptional service delivery
Customer Obsession: Genuine passion for understanding and anticipating customer needs, going above and beyond to ensure satisfaction
Handling Inquiries: Making calls, replying to users via emails, chat, SMS or CRM
Attention to Detail: Meticulous approach to work with ability to catch errors and inconsistencies that others might miss
Problem-Solving Acumen: Sharp analytical skills with ability to quickly identify root causes and develop innovative solutions
Communication Skills: Excellent verbal and written communication abilities, capable of explaining complex concepts clearly
Industry Knowledge: Deep understanding of pharmaceutical/healthcare operations, regulations, and market dynamics.
Technical Skills
Proficiency in CRM systems and customer service platforms like Hubspot and Intercom
Strong data analysis capabilities
Knowledge of quality management systems
Personal Attributes
Self-motivated with strong sense of ownership and accountability
Adaptable to changing priorities and fast-paced environment
Collaborative team player with leadership potential
Ethical and professional in all interactions
Continuous learner committed to staying current with industry developments
What We Offer
Competitive salary and comprehensive benefits package
Opportunity to work with cutting-edge pharmaceutical/healthcare technologies
Professional development and continuing education support
Collaborative and innovative work environment
Career advancement opportunities within growing organization
Reporting to
Operations Manager
Application Requirements
Candidates should provide examples of:
Specific customer service achievements and metrics
Complex problems solved in healthcare context
Instances where attention to detail prevented significant issues
Leadership or mentoring experiences