Job
Description
Description About Norstella At Norstella, our mission is simple: to help our clients bring life-saving therapies to market quicker—and help patients in need. Founded in 2022, but with history going back to 1939, Norstella unites best-in-class brands to help clients navigate the complexities at each step of the drug development life cycle —and get the right treatments to the right patients at the right time. Each Organization (Citeline, Evaluate, MMIT, Panalgo, The Dedham Group) Delivers Must-have Answers For Critical Strategic And Commercial Decision-making. Together, Via Our Market-leading Brands, We Help Our Clients Citeline – accelerate the drug development cycle Evaluate – bring the right drugs to market MMIT – identify barrier to patient access Panalgo – turn data into insight faster The Dedham Group – think strategically for specialty therapeutics By combining the efforts of each organization under Norstella, we can offer an even wider breadth of expertise, cutting-edge data solutions and expert advisory services alongside advanced technologies such as real-world data, machine learning and predictive analytics. As one of the largest global pharma intelligence solution providers, Norstella has a footprint across the globe with teams of experts delivering world class solutions in the USA, UK, The Netherlands, Japan, China and India. Job Description The Client Care Associate is the first touch-point for all post-project client questions, issues and tasks. They are responsible for the triaging of complex issues. You will help to optimize the Resolution Desk proves to drive efficient, accurate and professional responses to questions and issues. Responsibilities Conduct thorough research, utilizing all available resources to determine root cause of issues, recommend solutions, and answer questions. Manage complex issues that require a deep understanding of our products and solutions. Triage complex issues to higher level support teams. Ensure business practices and deliverables meet the needs of our clients and ensure a great client experience. Troubleshoot customer technical issues through root cause using basic troubleshooting, logging, debugging, and other analytical tools, while adhering to Service Level Agreements (SLAs). Identifies and escalates bugs outside the scope of Client Care to cross-functional teams, while working closely with end-users, fellow support team members to ensure tickets are resolved Collaborate with development teams and subject matter experts. Assist with developing automation for repetitive internal processes to enhance support delivery. Build and maintain a library of technical documentation to help accelerate issue resolution. Manage ticket queue efficiently to meet SLA demands. In depth Functional knowledge of the application(s) supported and inter dependencies. Requirements 1+ years in a client-facing role 1+ years working with Market Access data In-depth knowledge of our products and services. Advanced problem-solving skills Previous experience working with data Previous experience in a customer facing role Proactivity to seek knowledge Excellent written and verbal communication skills including articulating ideas and information Ability to collaborate effectively with all levels including various levels of management, teams and clients Familiarity with JIRA and, MS software programs Knowledge of the values and practices that align with customer needs and satisfaction and ability to leverage this information to create customized customer solutions. Benefits Health Insurance Provident Fund Reimbursement of Certification Expenses Gratuity 24x7 Health Desk The Guiding Principles For Success At Norstella 01: Bold, Passionate, Mission-First We have a lofty mission to Smooth Access to Life Saving Therapies and we will get there by being bold and passionate about the mission and our clients. Our clients and the mission in what we are trying to accomplish must be in the forefront of our minds in everything we do. 02: Integrity, Truth, Reality We make promises that we can keep, and goals that push us to new heights. Our integrity offers us the opportunity to learn and improve by being honest about what works and what doesn’t. By being true to the data and producing realistic metrics, we are able to create plans and resources to achieve our goals. 03: Kindness, Empathy, Grace We will empathize with everyone's situation, provide positive and constructive feedback with kindness, and accept opportunities for improvement with grace and gratitude. We use this principle across the organization to collaborate and build lines of open communication. 04: Resilience, Mettle, Perseverance We will persevere – even in difficult and challenging situations. Our ability to recover from missteps and failures in a positive way will help us to be successful in our mission. 05: Humility, Gratitude, Learning We will be true learners by showing humility and gratitude in our work. We recognize that the smartest person in the room is the one who is always listening, learning, and willing to shift their thinking. Norstella is an equal opportunities employer and does not discriminate on the grounds of gender, sexual orientation, marital or civil partner status, pregnancy or maternity, gender reassignment, race, color, nationality, ethnic or national origin, religion or belief, disability or age. Our ethos is to respect and value people’s differences, to help everyone achieve more at work as well as in their personal lives so that they feel proud of the part they play in our success. We believe that all decisions about people at work should be based on the individual’s abilities, skills, performance and behavior and our business requirements. Norstella operates a zero-tolerance policy to any form of discrimination, abuse or harassment. Sometimes the best opportunities are hidden by self-doubt. We disqualify ourselves before we have the opportunity to be considered. Regardless of where you came from, how you identify, or the path that led you here- you are welcome. If you read this job description and feel passion and excitement, we’re just as excited about you. Show more Show less
