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Full-timeDescriptionJoin our growing team as an Client Support Specialist at ZenQMS in Brazil! ZenQMS is a best-in-class quality management software for companies in the Life Sciences space. Our innovative cloud-based platform includes modules for Document Management, Training, and Audits & Supplier Management that offers companies a tremendous opportunity to improve quality compliance and save money. Founded in 2010, and based in Philadelphia, our company continues to be focused on building a great product and supporting hundreds of clients worldwide.
Responsibilities:
- Fulfills a key role within the ZenQMS Support team.
- Main point of communication for clients, this position governs our company’sability to retain clients, maintain strong references, and increase new revenueopportunities. By employing excellent relationship management skills, the ClientSupport Specialist will ensure optimal client satisfaction.
- Solve client support related requests and incidents with expert systemknowledge. Respond and track questions and requests using the ZenDeskapplication, while also identify new support material, manage the existingknowledge base, and log client feature improvement requests in our projectmanagement team.
- Use the ZenQMS standard of support steps for providing solutions that includeresearching the root cause, attempting to replicate issue in a test environment,escalating issue to appropriate resource for further resolution if necessary, andcommunicating the identified cause and solution to the client.
- Develop and sustain productive customer relationships that meet the contractualService Level Agreement for response time.
- Facilitating client support calls.
- Assist other ZenQMS teams with task requests.
Requirements
- Analytical – Ability to synthesize information to identify and understand issues and solutions.
- Critical Thinker – Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
- Highly Organized – Ability to multi-task and handle multiple ongoing projects at once.
- Detail Oriented – Understands that the small details matter and that these details can build client trust, respect, and appreciation.
- Flexible – Comfort working in a fast-paced environment. Willingness to absorb team members’ input and change direction when needed.
- Clear Communicator – Ability to write and present effectively, both in-person and over the phone/web meeting.
- Team Player – Ability to foster and maintain strong working relationships within the company. Ability to complete tasks, work cooperatively, while being kind and cordial to all other ZenQMS team members.
- Adaptable - Ability to respond to changing circumstances and to manage, solve problems, and provide solutions in a climate of ambiguity.
- Technology Skills – Possess intermediate to advanced Microsoft Suite knowledge (Word, Excel and PowerPoint); experience with Jira would be beneficial, but not required.
- Bachelor’s degree required.
