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Support Technician, for The Life Sciences Project
at Tech Team in Brussels, Belgium
Context:
This team has dedicated or non-dedicated agents working for various pharmaceutical projects. The project Life Sciences consists into 9 clients, these projects support different software applications for clinical studies.
This position supports Dutch & English speaking end users regarding pharmaceutical issues. End users include site managers, physicians, nurses, and patients, project supports those administering and/or participating in clinical drug trials and may require assistance with PCs, laptops, and PDA s, as well as specific software contained on them. Additional duties of the position may include outgoing follow up calls, ongoing training, reports, and research. Will have the opportunity to interact with any Pharma TechTeam employees.
This is a 24×7×365 Pharma environment selected candidates will be required to work Monday, Friday 15H30 – 24H00 and bank holidays!!!.
Job Mission:
- To deliver quality service to our end users as Life Sciences is dealing with pharmaceutical clients. The aim is for our client to be able to submit- approval of new medicine to be available on the market.
- This project is process and high quality driven.
Key Responsibilities :
- To ensure 1st level support service to resolve problems encountered by External customers, this can mean inter alia:
- To participate as a team member to achieve established maintenance objectives, inter alia by:
Required Professional Competences:
- Organisational sensitivity : understands the formal structure of TechTeam, its culture and business/technology environment, its brand and people values, aligns actions and behaviour with the company needs and priorities.
- Technical skills : Works with Office software(Word, Excel, Outlook, OS), is familiar with internet, works in accordance with procedures for fault management and ticketing systems (GCC).
- Planning and organizing : orchestrates and implements clear, efficient and logical approach to work and manages assignments, objectives and time, gives priority to service-affecting problems.
- Attention to detail : ensures quality in work delivered, has a critical eye on his work.
- Analysis: pin points problems and tackles them in a logical, step-by-step way
- Problem solving : Compares and relates data from different sources and identify key issues and trends with a view to resolve customer problems, questions in a persevering manner to discover underlying issues until the failure or problem is clear; is direct and assertive.
Required Interactive skills:
- Customer sensitivity : understands the needs, requests, problems and priorities of customers, responds immediately to their needs.
- Team orientation: builds effective, co-operative relationships with colleagues, puts team goals before personal goals, responds positively to requests from others, values input and expertise of colleagues, mucks in to help others out, participates actively in team discussions and activities, deals with diversity.
- Oral and Written Communications : has approved telephone and listening skills, questions in a persevering manner to discover underlying needs until the customer message is clear; deals with complaints, is direct and assertive. Communicates appropriate, concise and accurate information in written form, speaks fluently English and another language beside mother tongue.
- Active Listening : Uses the information extracted form the customers and responses to the needs.
Required Core Competences:
- Results orientation: focuses on targets, quality and deadlines.
- Creativity/Innovation : Has the ability to come with new ideas, seizes opportunities, thinks out of the box.
- Behavioral flexibility : has the willingness to accept changes and the ability to maintain effectiveness in a changing environment and within a variety of dynamic work situations.
- Tolerance for Stress: maintains control and performance in stressful situations, stays calm when problems arise, avoids letting day-to-day pressure get him/her down, does not take rejection personally, stays positive, puts problems behind once solved.
- Self starter : act in a proactive way in anticipating issue and go beyond what is expected from him, shows confidence and believes in his/her own capacity to achieve results and tackle problems.
- Ethics and Integrity: walks the talk, abides by business conduct guidelines and ethics, deals appropriately with confidential data.
- Exploring : appraises own strengths and weaknesses, has the willingness to develop his/her own skills, knowledge and behaviour through on-the-job experiences and feedback from others.
- Respect for the individual : demonstrate respectful behaviour to other team members and external customers
- Works Standards
- Excellence : sets high goals or standards of performance for himself and the organization. Is dissatisfied with average performance.
Published at 29-11-2009
Viewed: 141 times
Viewed: 141 times