Provides a primary contact point between OmniComm and its customer base through telephone support, email and faxes, and listening and responding to the client's questions and issues. Acts as a core team member of ASP services who has demonstrated knowledge of multiple OmniComm Systems products.
Excellent work ethics; commitment to high quality standards, attention to detail, excellent communication skills. Ability to work in a collaborative, collegial, multidisciplinary environment.
Provides hot-line support to OmniComm's clients via phone, fax, email and internet. Responds to all customer inquiries (both ASP and non-ASP) and request for product and technical information. Provides recommendations for product set-up and usage. Troubleshoots reported problems at OmniComm or via internet to customer systems, provide workarounds and recommendations, replicate and log problems (incidents). Increases systems knowledge by attending courses/seminars related to software, customer support and industry on an as needed or annual basis and self-studies to strengthen product knowledge. Helps maintain the competitive edge of our products by contributing to the evolution of product development through submitting enhancement ideas and forwarding client feedback. Demonstrated mastery of multiple OmniComm Systems products. Responsible for following the procedures described in pertinent SOPs and support handbook. May assist in writing IQ kits, technical bulletins, awareness bulletins and other product information. Provide customer support and on-call coverage during non-business hours including weekends based on OmniComm’s contracted support procedures and team schedules.
Demonstrated ability to understand and anticipate the needs of the customer and to provide solutions and recommendations. Excellent written, interpersonal and communication skills. Must possess the ability to clearly represent OmniComm and to project personnel both verbally and in writing. Good understanding of ASP infrastructure (hardware and software) and Oracle and SQL Server databases. Proficient in the use of Microsoft Office, including E-mail and electronic calendar.
College degree with a major in Computer Science is a plus, or two years related experience in programming languages like Java, DHTML, Visual Basic or C++, relational databases such as Oracle or SQL, and MS-Windows operating systems, or an equivalent combination of both education and experience in a computer programming language or relational database. Knowledge of the Pharmaceutical Industry or Regulated Industry preferable. Knowledge of modern office procedures and methods including telephone communications, office systems and record keeping. Some travel may be required . Fluency in German and English and one of the following languages: French, Italian, Spanish is a plus for the international help desk.
Monster - 2 years ago
OmniComm Systems, Inc. provides Web-based Electronic Data Capture (EDC) software and services that streamline the clinical research process....