Technical Customer Service Associate

About the role

Veeva Systems, a pioneer in industry cloud for life sciences companies, is hiring a Technical Customer Service Associate in Boston, Massachusetts. The role suits people who want to build a career with a company known for its values and who enjoy providing an excellent customer experience while working with software. The position is full-time and offers the flexibility to work from home or in the office.

Key responsibilities

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

Required profile

• 1+ year of relevant experience in a technical customer support role or a related technical field
• Effective communication, organizational and time management skills
• Professional telephone manner
• 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

Required skills

• Demonstrated competence in standard computer packages (Word, Excel, PowerPoint)

What we offer

• Base pay of $35,000 - $65,000, with possible variable bonus and/or stock bonus
• Medical, dental, vision and basic life insurance
• Flexible PTO and company-paid holidays
• Retirement programs
• 1% charitable giving program

The hiring process includes an online personality assessment within three days of applying, followed by a conversation with the hiring manager, a practical case exercise and a final conversation with a senior leader.