Veeva Systems
SaaS • Healthcare Insurance • Pharmaceuticals
Veeva Systems is a cloud-computing company focused on the global life sciences industry. It provides software, data, and consulting services to streamline research and development, quality management, regulatory operations, and commercial processes. Veeva's solutions encompass clinical trials, regulatory submissions, drug safety management, and commercial execution to support life sciences enterprises in their mission to improve and extend life.
Manager – Technical End User Support
November 21
Veeva Systems
SaaS • Healthcare Insurance • Pharmaceuticals
Veeva Systems is a cloud-computing company focused on the global life sciences industry. It provides software, data, and consulting services to streamline research and development, quality management, regulatory operations, and commercial processes. Veeva's solutions encompass clinical trials, regulatory submissions, drug safety management, and commercial execution to support life sciences enterprises in their mission to improve and extend life.
📋 Description
• Lead, mentor, and manage a team of Technical Support professionals (end user support), ensuring they meet performance goals and adhere to best practices. • Lead a team while maintaining an active contribution to case resolution. • Oversee daily support operations, workload allocation, and team scheduling to ensure adequate coverage and high-quality service delivery. • Utilize a hands-on approach by dedicating approximately 30% of your time to direct customer support and case resolution. • Manage and resolve complex customer escalations, collaborating with cross-functional teams to achieve optimal outcomes. • Identify opportunities for process and tools improvement, implementing solutions that enhance team efficiency and customer satisfaction. • Foster a collaborative and engaging team culture that promotes knowledge sharing and continuous learning. • Act as a subject matter expert for assigned products, guiding your team and contributing to complex case resolution when necessary. • Collaborate with global leadership and other regional teams to ensure consistency and alignment in support processes.
🎯 Requirements
• Minimum of 4 years of experience in an Application Support or 1st line support role. • Minimum of 1 years of proven people management experience, specifically with teams supporting cross-functional or multi-product environments. • 3+ years of experience with enterprise ticketing systems (e.g., Zendesk, ServiceNow, Jira Service Management). • Demonstrated expertise in effectively handling and resolving high-priority customer escalations. • Fluent in English (both written and verbal communication). • An excellent communicator with a creative and solution-oriented mindset.
🏖️ Benefits
• Flexible working hours • Work from home or in the office
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