Sr. Technical Support Specialist III (BB-3443E)
Found in: Neuvoo CA
Sphera is a leading global provider of enterprise software and services that enables companies to manage and optimize their environmental, health, safety and sustainability. Our mission is to create a safer, more sustainable and productive world.
We are a portfolio company of Genstar Capital, a leading middle-market private equity firm focused on investments in targeted segments of the software, industrial technology, financial services and healthcare industries. We operate like a start-up tech company but have over $100 million in annual revenue, with more than 8,000 customers, and operate in 100+ countries.
We are guided by our core values of Customer Centricity, Accountability, Bias to Action, Innovation, and Collaboration. These values help us recruit the right talent to join our rapidly expanding team of around 1000 Spherions around the globe. It is important to us that each and every Spherion is not only eager to challenge themselves and knows how to get work done but is an awesome addition to our company culture.
The Sphera Sr. Regulatory Support Specialist III will act as the technical interface to customers for resolution of functional and regulatory issuesrelated to the, use, workarounds, requirements of governmental/industry association,chemical regulations compliance and guidelines, for the Product Stewardship products. This position is responsible for ensuring resolution of customer problems received via telephone, emailor the Sphera Customer Network (SCN).
General Job Duties:
Answer customer issues received via telephone, email or the Sphera Customer Network (SCN), using customer support tools (SalesLogix, Microsoft Visual Studio TFS) and other applications and files to create, update, troubleshoot, test, process, and maintain customer raised issues, while keeping tickets within workflow parameters and established SLA’s (Service Level Agreements).
·Provides functional andregulatoryassistance to customersfor the Product Stewardship products.
·Responds to customerrequests within stated guidelines and contractual Service Level Agreements.
·Research and recommend known functional solutions to customers, develop workarounds and in some cases solutions for resolution.
·Provides consistent andtimely status updates to customerissues.
·Contributes to the technical knowledge base.
·Demonstrates a consistent and positive customersupport orientation.
·Participates in Application Support initiatives.
·All other assigned project(s)
Specific Job Duties:
·Have a working knowledge of Sphera’sIntelligent Authoring and/or Compliance Engine
·Resolve customer problems and guide customers with use of application help and show-me functions.
·Investigate customers regulatory issues, by verifying that they comply with internal specification and applicable regulatory requirements, in order tomake a recommendation on the status of compliance in the initial step towards issue resolution.
·Contribute to the internal and external knowledge base, for reference and solution purposes.
·Participate in regulatory meetings
·Be effective in customer problem solving.
·Have excellent customer communication, telephone and computer skills including Microsoft Office and e-mail, Internet Explorer.
·Coordinate work with software developers, QA and project teams in solving application software problems.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the levels of knowledge, skill, and/or ability necessary to perform the job at acceptable standards.
·University degree in Physical or Biological Sciences (chemistry, environmental sciences, toxicology, industrial hygiene, etc.). MS preferred.
·Proficiency in Chemical Regulations (GHS).
·Understanding of concepts used in compliance evaluation
·Effective written and verbal communication skills to deliver world-class customer support
·Advanced listening skills and customer service attitude with the ability to show sensitivity to user’s questions and requests
·Ability to manage time and work flow to meet service levels and priorities
·Ability to set and manage client expectations
·Ability to write technical information in a structured manner
·A self-starter who is results-oriented and able to operate effectively within a technical team environment
·Sound judgment, analysis skills, critical thinking ability
·Strong inter-personal skills
·Knowledge of computer skills including Microsoft Office (Word and Excel in particular) are required.
·Proficiency in English - Other known languages are an asset
·Understanding of concepts and intent in regulations related to chemical hazards (environmental, health and safety) compliance evaluation, chemistry, manufacturing
·Understanding of other hazard communication and regulatory compliance work processes including chemical inventory, chemical assessment, industrial hygiene, and right-to-know.
·Knowledge of MS SQL Server 2008 to 2012 as well as Oracle 11 and 12.
·Internet Explorer 10 and 11
·Server and network administration & troubleshooting skills with Microsoft Windows Products
·Web-based enterprise software support experience in IIS
Sphera is an equal opportunity employer.We evaluate qualified applicants without regard to race, color, age, gender identity, sexual orientation, marital status, parental status, religion, sex, national origin, disability, veteran status and other legally protected characteristics.
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