Technical Customer Service Associate

3 weeks ago

Sydney, New South Wales, Australia Veeva Systems Full time
Overview

Veeva Systems is a mission-driven organization and pioneer in industry cloud, helping life sciences companies bring therapies to patients faster. As one of the fastest-growing SaaS companies in history, we surpassed $2B in revenue in our last fiscal year with extensive growth potential ahead. At the heart of Veeva are our values: Do the Right Thing, Customer Success, Employee Success, and Speed. We're not just any public company – we became a public benefit corporation (PBC), legally bound to balancing the interests of customers, employees, society, and investors. Join us in transforming the life sciences industry, committed to making a positive impact on its customers, employees, and communities.

The Role

We are seeking an enthusiastic and customer-focused Technical Customer Service Associate to join our growing support team. In this role, you will be the first point of contact for our customers, providing essential technical support for Veeva's innovative products. This is an excellent opportunity for individuals passionate about customer success, problem-solving, and building a career in the life sciences technology space. You will work collaboratively to ensure our customers receive timely and effective assistance, contributing directly to their success and satisfaction. We also are looking for Specialist level professionals at the moment; candidates with more experience are welcome to apply.

What You'll Do
  • Provide first-line technical support to Veeva customers, diagnosing and resolving product issues
  • Actively listen to customer concerns to accurately understand and document their issues, ensuring comprehensive problem capture
  • Utilize strong problem-solving and analytical skills to troubleshoot and resolve technical challenges
  • Collaborate effectively with team members and other internal departments to escalate and resolve complex cases
  • Contribute to a positive team environment through active participation in discussions and support initiatives
  • Adhere to established internal processes for ticket management, documentation, and customer communication
Requirements
  • 1+ years of relevant work experience, OR equivalent education
  • Relevant Work Experience with strong customer service soft skills, or prior experience in the life science industry
  • Relevant Education: Associate's degree or technical certification in a relevant field such as Computer and Information Science, Information Technology, Business Administration, Information Systems, Mathematics, Statistics, Life Sciences, or Technical Communications
  • Excellent verbal and written communication skills in English
  • Proven active listening skills to accurately understand user issues
  • Creative and analytical thinker with strong problem-solving abilities
  • Values collaboration and teamwork as a key to success
  • Flexibility in scheduling to work some weekend days and/or public holidays per year, based on business needs
Nice to Have
  • Knowledge of Zendesk, Jira, and Confluence
  • Life Science Experience
  • Japanese, Korean or Mandarin fluency

Veeva is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, political affiliation, or any other characteristics protected by local laws, regulations, or ordinances.

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