Customer Support Manager/Analyst

iContracts delivers solutions for managing contracts that are faster, easier and less expensive to implement. This mantra is reflected in everything we do. Our software is far ahead of other solutions. Powered by a Simplified Common User Interface (SCUI) that makes every user an “expert� by learning just two simple, reusable views and is backed by highly evolved data architecture – built by technologists with considerable and unique experience in building contract management solutions for the Life Sciences industry. This deep understanding and straightforward approach shows in everything we do. iContracts' comprehensive suite of solutions manages all aspects of a Life Science company’s chargeback, rebate and Medicaid processes as well as other incentive agreements and Government Pricing compliance at all levels. Our solutions are enterprise-class and can be easily integrated with any off-the-shelf or custom system to meet exacting business requirements without the army of consultants and endless fees associated with other products and providers.

 

We are currently seeking a working manager to take a hands-on role in supporting our customers and assuring their highest level of satisfaction with our solutions.  This includes providing first level response via phone and email, answering questions about the usage of our application, troubleshooting technical issues, and ultimately driving customer success.

 

Primary Role and Responsibilities: Respond to customer inquiries and requests via email and phone Resolve user and technical issues associated with the usage and operation of our solutions Work with other departments (e.g., services and engineering) to assist in the resolution of customer issues Document and provide weekly metrics detailing customer support activity Build a team of customer support analysts capable of servicing our growing customer base Proactively communicate with our customers to assure their highest level of satisfaction Identify and implement processes and tools to increase and ensure departmental productivity  

Qualifications:

Minimum of 3 years experience in a customer support analyst role preferably for an enterprise software company Ability to communicate and interface effectively on a daily basis with external customers Strong analytical problem solving skills Experience with customer relationship management tools Proficient in the use of Microsoft office products Experience working with Oracle databases Experience with .Net a plus Life Sciences/pharmaceutical experience a plus Bachelor’s Degree