Customer Success Expert

1 day ago

Sydney, New South Wales, Australia beBeeTechnical Full time $67,000 - $94,000

At Veeva, we're dedicated to helping life sciences companies bring therapies to patients faster.


We're seeking a customer-focused Technical Support Specialist to join our support team. In this role, you will be the first point of contact for our customers, providing essential technical support for innovative products. This is an excellent opportunity for individuals passionate about customer success and problem-solving.

Key Responsibilities:
  • Provide first-line technical support to 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
  • Proficiency in Chinese language
Nice to Have:
  • Knowledge of Zendesk, Jira, and Confluence
  • Life Science Experience
  • Japanese or Korean 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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