Senior Product Support Specialist I

Description Overview

Please note: This position is structured as full time, REMOTE WORK!  The selected candidate must reside in and work remotely from the United States.

Scope of the Role

Responsible for performing the functions associated with responding to and handling of adverse events, complaints and inquiries for assigned product lines owned, manufactured or distributed by Perrigo or its subsidiaries. Ensuring all reports are processed in accordance with established company procedures, regulations and standards. Will provide assistance and education to consumers via telephone and email correspondence. Works under general supervision.

Experience Required

• Active RN, LPN, CNA, CPhT, CMA or EMT license required.
• At least five (5) years of professional work experience in healthcare or customer service.
• Experience in customer interviewing techniques related to adverse events, product support and complaints, is preferred.
• Answering customer calls and directly responding to questions, handling issues and providing guidance on services, adverse events, inquiries or complaints.
• Focus on service excellence to all customers in a clear, effective, courteous and professional manner.
• Demonstrate good listening skills with the ability to diffuse irate or frustrated callers.
• Receive and handle priority adverse event cases from Product Support Specialist.
• Knowledge of medical terminology, required.
• Previous experience working in an FDA regulated industry, preferred.
• Excellent written and oral communication skills with strong interpersonal skills.
• Computer literacy with experience in Microsoft Word and Excel is required, as is an ability to learn new systems as required.
• Strong ability to work in a fast pace stressful environment, handling a high volume of calls and assignments daily.
• Ability to multi task to resource documents while speaking with consumer.
• Ability to focus on service excellence to all customers in a clear, effective, courteous and professional manner.
• Demonstrated accuracy and thoroughness and ability to look at ways to improve and promote quality
• Ability to work independently without constant supervision
• Ability to demonstrate strong critical thinking skills
• Full understanding of company products and how to support them. Continue to expand knowledge.
• Adherence to individual and team service level metrics, case and submission timeframes.
• Operational compliance with Corporate and Department Policies and Procedures.
• Communicate with management on any complaint issues that represent a serious legal or liability issue, as well as unusual trends that may require additional analysis.