Project Support Officer (Member Support and Experience)

Project Support Officer (Member Support and Experience)

At Diaceutics we believe that every patient should have access to the right treatment at the right time. We provide the world's leading pharmaceutical companies with an end-to-end solution for the launch of precision medicine diagnostics enabled by DXRX - The Diagnostic Network .

DXRX is the world's first diagnostic commercialization platform for precision medicine, integrating multiple pipelines of real-world diagnostic testing data from a global network of laboratories.

Position Summary:

The purpose of this position is to assist with all aspects of DXRX Network Member support operations, including (but not limited to) internal and external member query handling, DXRX account creation and moderation, and configuration and management of public-facing DXRX platform functionality. The role will have have particular focus on ensuring positive member experience as we grow and develop the our global network of Health Care Professionals (HCPs) through their engagement with out DXRX platform.

The role will uphold excellent standards of customer support and service, in line with policies and processes set Network Strategy & Operations (NS&O) and wider Company leadership. In common with all members of the NS&O organisation, the person responsible for this role will see themselves as a link between customers (both internal and external) and other departments in Diaceutics, conveying feedback, brokering communication and advanced problem solving; as well as maintaining, expanding and improving operational processes.

Duties and Responsibilities:

1. Routinely monitor and resolve chat and email enquiries from internal and external DXRX users.
2. Take ownership of, and process new organization and user account requests in line with departmental Service Level Agreement (SLAs). Perform all necessary security and validation checks as outlined in internal team process; assist customers with initial access and navigation tasks where required.
3. Maintain, organise and expand Member Support & Experience (MS&E) operating procedures, reference documentation and knowledge libraries
4. Gain and maintain a high level of Diaceutics product and service knowledge, especially DXRX, and act as a knowledgeable advisor primary point of contact for Support for other departments
5. Work with multiple software tools including Customer Relationship Management (CRM), Service Management, Security and other systems to ensure efficiency and operational effectiveness; use internal and external communication platforms to deliver timely, quality customer service
6. Foster strategic, trust-based relationships, expanding and engaging our HCP network membership.

Key Attributes Required:

• Customer Service / External Impact: the successful candidate should have a strong awareness of customer relationship considerations, as they personally represent Diaceutics and our Network Strategy, while maintaining focus on customer service and efficient productivity
• People Skills: capability to work across multifunctional teams is sought, combined with an ability to build rapport, trust and active relationships with multiple stakeholders, from executive-level, external clients, to internal technical teams, and beyond.
• Decision-Making: Taking ownership and showing initiative while working within a process-driven and quality-focused team will be required. A versatility in handling unfamiliar technical situations and an array queries from diverse customer-types is desirable
• Initiative and Independence: working as a key contributor to day-to-day member support operations, the ideal candidate will demonstrate a high level of attention without losing site of wider business process and customer considerations

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