Customer Support Specialist

Summarized Purpose:Provides high quality customer service to client customers including consumers, health care professionals (HCPs), and client personnel. Documents interactions according to internal and client guidelines. Identifies adverse events (AEs) and product complaints (PCs). Processes fulfillment (e.g., mail, fax, e-mail) and performs administrative responsibilities as needed.Essential Functions:• Provides high quality customer service to client customers including consumers, HCPs, and client personnel.• Documents interactions according to PPD and client guidelines. Identifies AEs events and PCs.• Maintains knowledge of policies and procedures including client products, SOPs, protocols, GCPs, and all applicable regulatory requirements.• Processes medical information request (e.g., fulfillment) via e-mail; fax and regular mail.• Performs line checks and system verifications, and generate reports.• Performs other duties as assigned.Education and Experience:•High School diploma / Secondary school diploma or equivalent and relevant formal academic / vocational qualification• Previous experience that provides the knowledge, skills, and abilities to perform the job (comparable to at least 2 years) or equivalent combination of education, training, & experience• In some cases a second language may be required• Years of experience refers to typical years of related experience needed to gain the required knowledge, skills, and abilities necessary to perform the essential functions of the job. Years of experience are not to be used as the only determining factor in establishing the job class or making employment selection decisions.Knowledge, Skills and Abilities:• Excellent organizational skills• Strong attention to detail• Ability to handle multiple tasks• Effective verbal and written communication skills• Excellent problem solving skills• Excellent language skills (comprehension, speaking, reading and writing); Fluency skills in a second language may be required• Excellent computer and keyboarding skills• Time management skills• Excellent interpersonal skills• Ability to work in a team environment and/or independently as needed• Demonstrated confidence and initiative• Flexibility