Web Services Customer Experience Specialist II

Allergan; Austin (TX); On-site; USD 42,000 - 55,000; Full time

Job summary

AbbVie in Austin seeks a Customer Experience Representative I for CX Loyalty and Web Services. You will support physicians, nurses, and staff with Allergan’s brand portal, Direct, and eCommerce platforms, enabling smooth onboarding and account management.

The role focuses on provisioning, troubleshooting, and guiding customers through site benefits, while coordinating with IT and field teams to resolve issues promptly and professionally.

Qualifications

• Demonstrate the ability and skill to meet and maintain all goals.
• Experience working with Microsoft Office Suite.
• Attention to detail.
• Ability to adapt to changing processes.
• Multi-tasking and organizational skills.

Responsibilities

• Responsible for provisioning doctors and their staff to use Direct.
• Representatives assist our field reps with onboarding and registration for our eCommerce platform.
• Provide ongoing support for any eCommerce-related questions or issues that may arise for physicians and their staff.
• Representatives act as a liaison between the customer and our IT teams.
• Representatives must possess the ability to proactively highlight the benefits of each program and optimize the benefits available to the customer regarding all applicable sites.
• Serve as the first point of contact for technical support requests from Allergan Aesthetics Sales Representatives.
• Provide clear, customer-focused communication to end users regarding issue status, resolution steps, and expected timelines.
• Document incidents, troubleshooting steps, and resolutions accurately in the ticketing system.
• Escalate complex or unresolved issues to the appropriate technical teams.
• Follow standard operating procedures, service-level targets, and security/compliance requirements. Identify recurring issues and contribute to process improvements, knowledge base articles, and self-service content.

Skills

Microsoft Office Suite

Attention to detail

Adaptability

Multi-tasking

Education

High school diploma

Associate or bachelor’s degree

Tools

Microsoft 365

SAP

VPN

MFA

CRM systems

Device management tools

Salesforce

Job description

AbbVie in Austin seeks a Customer Experience Representative I for CX Loyalty and Web Services. You will support physicians, nurses, and staff with Allergan’s brand portal, Direct, and eCommerce platforms, enabling smooth onboarding and account management.

The role focuses on provisioning, troubleshooting, and guiding customers through site benefits, while coordinating with IT and field teams to resolve issues promptly and professionally.