Customer Service Manager leading the USCA Customer Service Organization for PPG. Driving efficiency, service excellence, and talent development across the organization.
About the role
- Product Support Specialist at Patsnap resolving customer technical inquiries in Life Sciences. Engaging with users to enhance their experience with innovation intelligence products.
Responsibilities
- Answer questions based on a Ticketing system (Zendesk) in a timely manner aligned with OKR requirements.
- Create and manage technical learning documentation for all product modules.
- Create and manage technical documentation for the Life Science platforms.
- Become a 'product champion' with absolute knowledge of the Patsnap tools.
- Proactively collect, analyse, and share customer feedback with colleagues in the sales team and with the product development team.
- Continuously build and maintain high levels of specialization in the IP and patent intelligence market.
Requirements
- 2+ years in a customer-facing role.
- Life Sciences (Biology, Chemistry, BSc) education background or industry knowledge is required.
- Knowledge of API and SSO is not required but would be beneficial.
- A dedication to problem-solving.
- Great at answering questions with a customer-centric approach.
- A passion for educating, explaining, and demystifying complex topics.
- An agile mindset which can handle curveball questions and quickly changing scenarios.
- Comfortable with thinking on the spot when dealing with urgent requests.
- A willingness to receive and implement feedback and continually grow.
Benefits
- Five weeks of paid vacation + five sick days
- Two company-paid community volunteering days
- Health and dental benefits for you and your dependents from day one
- RRSP matching
- Hybrid work environment + WFH stipend for your home office set-up
- Paid parental leave policy
- A 24/7 employee assistance program which provides access to virtual healthcare, therapy, financial and legal assistance, wellness counselling and resources for family support
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