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