Web Services Customer Experience Rep 1- AA

Main Areas Of Responsibilities

• Provision doctors and their staff to use Direct.
• Assist field reps with onboarding and registration for our eCommerce platform.
• Provide ongoing support for any eCommerce-related questions or issues that may arise for physicians and their staff.
• Act as a liaison between the customer and our IT teams.
• Possess the ability to proactively highlight the benefits of each program and optimize the benefits available to the customer regarding all applicable sites.
• Serve as the first point of contact for technical support requests from Allergan Aesthetics Sales Representatives.
• Provide clear, customer-focused communication to end users regarding issue status, resolution steps, and expected timelines.
• Document incidents, troubleshooting steps, and resolutions accurately in the ticketing system.
• Escalate complex or unresolved issues to the appropriate technical teams.
• Identify recurring issues and contribute to process improvements, knowledge base articles, and self-service content.

Qualifications

• Demonstrate the ability and skill to meet and maintain all goals.
• Experience working with Microsoft Office Suite.
• Attention to detail.
• Ability to adapt to changing processes.
• Multi-tasking and organizational skills.

Preferred Skills/Qualifications

• Medical device or pharmaceutical experience strongly preferred.
• Experience supporting field sales.
• Familiarity with: Microsoft 365, SAP, VPN, MFA, CRM systems, Device management tools, Salesforce.
• Associate or bachelor’s degree.