Technical Customer Service Associate

Veeva Systems; Boston (MA); On-site; USD 35,000 - 65,000; Full time

Benefits offered by this job

Medical, dental, vision

Flexible PTO

Retirement programs

1% charitable giving program

Job summary

Veeva Systems is a mission-driven SaaS company focused on helping life sciences firms bring therapies to patients faster. This role supports end users, resolves product issues, and builds professional relationships across Veeva’s applications.

Flexible work options reflect our values of Do the Right Thing, Customer Success, Employee Success, and Speed. You will maintain records, offer product feedback, and uphold high service standards for customers and coworkers, driving excellent support

Qualifications

• 1+ year relevant experience in a technical customer support role or related technical field.
• Effective communication, organizational and time management skills.
• Professional telephone manner.
• Proficiency with Word, Excel and PowerPoint.
• Excellent verbal and written communication skills.

Responsibilities

• Advise end users on best practices when using Veeva’s applications.
• Identify and resolve client issues associated with Veeva’s applications.
• Build strong and professional relationships with all users of Veeva’s applications.
• Provide recommendations/feedback on client service improvements and product development.
• Maintain the highest standards of customer service, quality and professionalism with customers and coworkers.
• Maintain accurate records of all email/telephone/chat correspondence related to the role.

Skills

Technical support

Communication

Time management

Friendly telephone manners

Education

High school / equivalent

Tools

Word

Excel

PowerPoint

Job description

Veeva Systems is a mission-driven organization and pioneer in industry cloud, helping life sciences companies bring therapies to patients faster. As one of the fastest-growing SaaS companies in history, we surpassed $3B in revenue in our last fiscal year with extensive growth potential ahead.

At the heart of Veeva are our values: Do the Right Thing, Customer Success, Employee Success, and Speed. We're not just any public company – we made history in 2021 by becoming apublic benefit corporation(PBC), legally bound to balancing the interests of customers, employees, society, and investors.

As aWork Anywherecompany, we support your flexibility to work from home or in the office, so you can thrive in your ideal environment.

Join us intransforming the life sciences industry, committed to making a positive impact on its customers, employees, and communities.

The Role

This Role is ideal if you are looking to build a career with a company that has a track record of success and excellent corporate culture grounded in our values - Do the Right Thing, Employee Success, Customer Success and Speed. If you are driven to provide an excellent customer experience and work with software this job is for you!

What You'll Do

• Advise end users on best practices when using Veeva’s applications
• Identify and resolve client issues associated with Veeva’s applications
• Build strong and professional relationships with all users of Veeva’s applications
• Provide recommendations/feedback on client service improvements and product development
• Maintain the highest standards of customer service, quality and professionalism with customers and coworkers
• Maintain accurate records of all email/telephone/chat correspondence related to the role

Requirements

• 1+ year relevant experience in a technical customer support role or related technical field
• Effective communication, organizational and time management skills
• Professional telephone manner
• Demonstrated competence in standard computer packages (Word, Excel, PowerPoint)
• Excellent verbal and written communication skills
• Ability to quickly understand client requirements and needs and articulate potential solutions

Nice to Have

• Bilingual in Spanish
• Previous experience supporting clinical research facilities
• Previous experience with Veeva Vault

Interviewing with Veeva

We value your time and believe in a transparent hiring process. Here is the process you can expect.

• Follow the application process and submit your resume.
• Within 3 days, you will receive a link to a personality assessment administered by a third party.
• Once you complete the assessment, our team will review your full application package and follow up via email with our decision.
• If moving to the interview stage, the process is as follows:
  1. A conversation with the hiring manager
  2. A practical case exercise
  3. A final conversation with our group's Senior Leader.
• Once all interviews are complete, the manager will be in touch with a final decision.

Perks & Benefits

• Medical, dental, vision, and basic life insurance
• Flexible PTO and company paid holidays
• Retirement programs
• 1% charitable giving program

Compensation

• Base pay: $35,000 - $65,000
• The salary range listed here has been provided to comply with local regulations and represents a potential base salary range for this role. Please note that actual salaries may vary within the range above or below, depending on experience and location. We look at compensation for each individual and base our