Web Services Customer Experience Rep I
About the Role
Provides world-class service to physicians, nurses, administrative personnel, and field sales representatives regarding questions related to Allergan's aesthetic websites. Handles calls involving minor troubleshooting, site navigation, and account migration to Allergan's brand portal and eCommerce sites. Allergan Advantage provides single sign-on access to brand loyalty programs, continuing education, online ordering, and bill pay, and Direct.
Responsibilities
- Responsible for provisioning doctors and their staff to use Direct
- Assist field representatives with onboarding and registration for the eCommerce platform, which enables physicians' patients to order products through physician websites supported by Allergan
- Provide ongoing support for any eCommerce-related questions or issues that may arise for physicians and their staff
- Act as a liaison between customers and IT teams
- Proactively highlight the benefits of each program and optimize the benefits available to customers 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
- Follow standard operating procedures, service-level targets, and security/compliance requirements
- Identify recurring issues and contribute to process improvements, knowledge base articles, and self-service content
Requirements
- High school diploma
- 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 Qualifications
- Medical device or pharmaceutical experience strongly preferred
- Experience supporting field sales
- Associate or bachelor's degree
- Familiarity with: Microsoft 365, SAP, VPN, MFA, CRM systems, device management tools, Salesforce
Pay
The compensation range described below is the range of possible base pay compensation that the Company believes in good faith it will pay for this role at the time of this posting based on the job grade for this position. Individual compensation paid within this range will depend on many factors including geographic location, and we may ultimately pay more or less than the posted range. This range may be modified in the future.
Benefits
We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick), medical/dental/vision insurance and 401(k) to eligible employees. This job is eligible to participate in our short-term incentive programs.
This response is AI-generated, for reference only.