Digital Solution Specialist, Customer Service

Planet Pharma; San Diego (CA); Sur place; USD 26 000 - 28 000; Plein temps

Résumé du poste

Planet Pharma is seeking an entry-level Digital Solution Specialist to join the Customer Care group in San Diego. You will learn to support Digital Transformation initiatives, assist with ERP-related tasks, testing, and go-live activities under mentorship.

The role focuses on developing expertise in digital tools, QA processes, and collaboration with IT, development teams, and other departments as projects progress.

Qualifications

• Bachelor’s degree or equivalent combination of education and experience is required.
• 0-2 years of Customer Service experience in an office setting is required.

Responsabilités

• Serve as a technical resource for digital tools supporting Customer Care.
• Assist in documenting technical issues and escalate to IT.
• Support Help Desk tickets within Customer Care under supervision.
• Troubleshoot system problems across ERP, phone systems, web interfaces, OCR, and integrated tech.
• Participate in testing and validation for new/existing systems.

Connaissances

Communication

Attention to detail

Analytical thinking

MS Office proficiency

Prioritization

Formation

Bachelor’s degree or equivalent

Business / Information Systems degree (preferred)

Outils

ERP systems

CRM systems

MS Office

Description du poste

Pay range: 19-20/hr
*depending on experience

Job Summary

Job Summary
The Digital Solution Specialist is an entry-level technical support position within the Customer Care group, responsible forlearning and supporting Customer Care Development, Requirements, Functional Testing, Technical Issues, and generaltier one support. This position provides an opportunity to develop expertise in digital solutions and quality assuranceprocesses while supporting the Customer Care Department and related functional areas. The position involves workingclosely with the Customer Care Digital Transformation Leader, IT, and other departments under guidance and mentorship.
This position will contribute to upcoming ERP implementation activities, including requirements gathering, testing support,validation assistance, and go-live support activities.

Essential Functions

• Builds expertise to serve as a technical resource for digital tools and technologies supporting the Customer Carefunction
• Assists in identifying and documenting technical issues, ensuring proper communication and escalation to the ITdepartment
• Supports the management of Help Desk tickets within the Customer Care Group under supervision
• Assists with troubleshooting system-related problems across platforms such as ERP, phone systems, webinterfaces, OCR, and other integrated technologies, while learning to maintain detailed documentation
• Participates in testing and validation activities for new and existing systems and digital solutions used by the Customer Care team
• Supports the development of functional requirements and test scripts under guidance
• Provides regular updates on assigned tasks, project progress, and learning milestones
• Handles Tier 1 technical issues and support requests within the Customer Care Group with mentorship
• Assists in communication between Customer Care and IT/Development teams regarding technical requirements
• * * Participates in daily team meetings, learning to present metrics and contribute insights
• Represents the Customer Care Group at internal meetings with support from senior team members
• Assists with the creation of department reports, queries, and data gathering for Customer Care Group
• Other duties and projects as assigned to support professional development

Minimum Qualifications

• Bachelor’s degree or equivalent combination of education and experience
• 0-2 years of Customer Service experience in an office setting

Preferred Qualifications

• Bachelor’s Degree in Business, Information Systems, or related field
• AI Experience – Must
• 1-2 years of Customer Service experience in biotech, pharma, or related industry
• Basic familiarity with Enterprise Resources Planning (ERP) systems
• Basic familiarity with Customer Relationship Management (CRM) systems
• Exposure to Customer Relationship Management (CRM) systems
• Some experience with order processing or data entry preferred
• Strong verbal and written communication skills
• High attention to detail and commitment to accuracy
• Demonstrated initiative, self-direction, and ability to prioritize tasks
• Interest in technology and process improvement
• Ability to adapt to a fast-paced and evolving environment
• Analytical thinking and ability to learn technical concepts quickly
• Strong computer skills, including proficiency with MS Office programs