Job Summary Table of Customer Support Specialist

📋 Job Description Summary

Tepsivo seeks a dedicated Customer Support Specialist to join their innovative IT team in revolutionizing pharmacovigilance services through cutting-edge digital solutions and exceptional customer support experiences.

🎯 Key Responsibilities for Customer Support Specialist

The Customer Support Specialist role at Tepsivo encompasses diverse responsibilities that directly impact customer satisfaction and product development. As a Customer Support Specialist, you will drive exceptional customer experiences while supporting users of our revolutionary pharma tech products.

• Drive Customer Experience Excellence: Serve as the primary point of contact for customer support inquiries, ensuring swift resolution and exceptional service delivery for all technical support needs
• Collaborate on Product Development: Gain valuable insights into customer needs and contribute innovative ideas for product development through direct customer interaction and feedback analysis
• Conduct End-User Testing: Test products from an end-user perspective to support development teams and ensure optimal user experience across all Customer Support Specialist touchpoints
• Implement Customer Workflows: Work closely with account managers and development teams to implement customer reports and workflows that enhance service delivery
• Develop Support Processes: Create and maintain efficient internal and external support processes, tools, and integrations to streamline Customer Support Specialist operations
• Provide Technical Problem Resolution: Serve as first-tier technical support for complex software issues, collaborating with development teams when advanced technical support is required
• Maintain Documentation: Utilize service desk and collaboration tools like Jira and Confluence to document customer interactions and support processes effectively

💼 Essential Qualifications for Customer Support Specialist

The ideal Customer Support Specialist candidate brings a unique combination of technical expertise and customer service excellence to this dynamic role.

• Educational Background: Proven education and experience in software/product development, IT support, or testing environments
• Technical Proficiency: Strong ability to grasp and resolve technical problems as first-tier support, with capability to escalate complex issues appropriately
• Communication Skills: Excellent written and spoken communication abilities in both French and English for effective customer support delivery
• Customer Service Excellence: Demonstrated experience in customer service with focus on end-user support and satisfaction
• Automation and Integration Skills: Proven ability to showcase automation, integration, and AI skills in previous Customer Support Specialist or technical roles
• Tool Proficiency: Efficient working knowledge of service desk and collaboration tools including Jira and Confluence
• Independent Work Capability: Strong ability to work independently while maintaining collaborative relationships with team members
• Stress Management: Demonstrated resilience and ability to handle high-pressure situations typical in Customer Support Specialist environments

🎁 Benefits and Perks

• Complete Remote Flexibility: Work from home or utilize Tepsivo’s extensive network of co-working spaces globally
• Decentralized Management: Enjoy freedom in how and where you work with transparent access to key company data and objectives
• Professional Development: Access to cutting-edge pharma tech training and continuous learning opportunities
• Competitive Compensation: Attractive salary package commensurate with experience and expertise
• Work-Life Balance: Flexible working arrangements that promote personal and professional well-being
• Innovation Culture: Be part of a team that’s disrupting traditional pharmacovigilance services industry

🏢 Company Overview

Tepsivo stands as a pioneering force in the pharmacovigilance industry, established in 2020 with an ambitious mission to modernize pharma and pharmacovigilance services worldwide. As the world’s first fully digital global provider of PV services, Tepsivo utilizes genuine end-to-end PV systems powered by proprietary in-house developed tools.

The company represents a revolutionary approach to an industry traditionally dominated by outdated business models and manual labor-intensive processes. Tepsivo’s innovative Customer Support Specialist positions are integral to delivering exceptional service while supporting the company’s mission to transform pharmacovigilance through digital innovation.

🌟 Company Culture

Tepsivo fosters a modern, decentralized work environment that empowers employees to make informed decisions within their areas of responsibility. The company culture emphasizes trust, accountability, and professional excellence, creating an environment where Customer Support Specialist professionals can thrive.

The organization believes in providing substantial freedom regarding work location and methodology, while maintaining high standards of accountability and performance. This approach attracts top-tier talent who share Tepsivo’s values and philosophy of innovation and excellence.

📈 Career Growth Opportunities

As a Customer Support Specialist at Tepsivo, you’ll have access to significant career advancement opportunities within the rapidly growing pharma tech sector. The company’s innovative approach to pharmacovigilance creates unique pathways for professional development and specialization.

Career progression opportunities include advancement to senior Customer Support Specialist roles, transition to product management positions, or specialization in areas such as technical training, process optimization, or customer success management. The company’s commitment to employee development ensures continuous learning and skill enhancement opportunities.

🤝 Diversity, Equity, Inclusion, and Belonging

Tepsivo is committed to building a diverse and inclusive workplace that reflects the global communities we serve. The company actively promotes equal opportunities for all employees regardless of background, ensuring that every Customer Support Specialist feels valued and supported.

The organization recognizes that diversity drives innovation and excellence, particularly in the dynamic field of pharmacovigilance technology. Tepsivo’s inclusive culture fosters creativity, collaboration, and mutual respect among all team members.

⚖️ Equal Opportunity Statement

Tepsivo is an equal opportunity employer committed to providing employment opportunities without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, or any other protected characteristic. All Customer Support Specialist candidates are evaluated based on qualifications, skills, and merit.

🏠 Remote Work Policy

Tepsivo operates with a fully remote work model, allowing Customer Support Specialist team members to work from home or access the company’s extensive network of co-working spaces. The company provides necessary tools and support for effective remote collaboration.

Remote work expectations include maintaining consistent communication with team members, participating in virtual meetings during PDT business hours, and utilizing collaboration tools effectively. Customer Support Specialist roles specifically require availability during PDT business hours to support customer needs optimally.

📝 Application Process

The application process for the Customer Support Specialist position follows these steps:

1. Submit Application: Prepare and submit your CV and cover letter in a single PDF document
2. Initial Review: Tepsivo’s hiring team will review your application and qualifications
3. Interview Process: Qualified candidates will be contacted for interviews to assess technical skills and cultural fit
4. Final Selection: Successful candidates will receive an offer to join the Customer Support Specialist team

Application Requirements for Customer Support Specialist

Candidates must demonstrate their motivation for this Customer Support Specialist opportunity through a comprehensive cover letter that addresses their interest in pharmacovigilance technology and customer support excellence.

⏰ Application Deadline

Info not available – Please check the source link for current application deadlines and requirements.

📧 How to Apply

To apply for this Customer Support Specialist position, please visit the application link and submit your complete application package including CV and cover letter in PDF format.

📱 Social Media Links

• LinkedIn Company Page
• Additional social media information available through the source link

❓ FAQs or Additional Information

Q: Is this Customer Support Specialist position suitable for entry-level candidates?

A: This role requires proven experience in software/product development, IT support, or testing, making it more suitable for mid-level professionals.

Q: What time zone requirements exist for this Customer Support Specialist role?

A: Candidates must be available to support customers during PDT business hours, with preference for Canadian-based applicants.

Q: What technical skills are essential for this Customer Support Specialist position?

A: Essential skills include technical problem-solving, experience with service desk tools (Jira, Confluence), and demonstrated automation/integration capabilities.

For additional information about this Customer Support Specialist opportunity, please visit the source link.

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