**Job Title:** Online Support Officer
**Company:** Baxalta
**Location:** Denver, Colorado, US
**Job Type:** Part-Time
**Seniority:** Associate Level
**Years of Experience:** 3
**About Baxalta:**
Baxalta is a leading biopharmaceutical company dedicated to advancing the lives of patients with rare and complex diseases. We foster an inclusive working environment that encourages calculated risk-taking to drive innovation and progress, and we are committed to empowering our employees with the tools and resources they need to succeed.
**Job Overview:**
We are seeking a passionate and independent Online Support Officer to join our Denver team on a part-time basis. The successful candidate will be responsible for handling customer inquiries, resolving issues, and providing exceptional support to enhance customer satisfaction. The ideal applicant will have at least three years of relevant experience in a support role, coupled with a strong ability to strategize and pay attention to detail.
**Key Responsibilities:**
- Provide high-quality online support to our customers via various channels, including email, chat, and social media platforms.
- Address customer issues and inquiries promptly and professionally, ensuring their needs are met.
- Develop and maintain detailed knowledge of our products and services to effectively assist customers.
- Collaborate with team members to identify trends in customer inquiries and contribute to strategic planning initiatives aimed at improving service delivery.
- Document customer interactions and feedback accurately in our customer relationship management (CRM) system.
- Assist in the creation and maintenance of online support resources, including FAQs and user guides, to enhance self-service options for customers.
- Analyze support metrics and prepare weekly or monthly reports to monitor performance and identify areas for improvement.
- Participate in team meetings and training sessions to continuously improve personal skills and team effectiveness.
- Stay informed about industry trends and competitor activities to provide relevant insights for service enhancement.
- Provide feedback to management regarding customer concerns, product features, and service gaps to inform future improvements.
**Qualifications & Requirements:**
- Minimum 3 years of experience in an online support or customer service role.
- Bachelor's degree or equivalent combination of education and experience is preferred.
- Strong analytical and strategic planning skills to identify and enact improvements in service delivery.
- Exceptional attention to detail, ensuring that all customer interactions are documented and followed through accurately.
- Ability to work independently and manage time effectively in a part-time role.
- An entrepreneurial mindset with a passion for problem-solving and supporting customer needs.
- Proficiency in using customer support software, CRM systems, and various online communication platforms.
- Excellent verbal and written communication skills, with the ability to clearly convey information to diverse audiences.
- Adaptability to work in a dynamic environment with evolving responsibilities and priorities.
**Benefits:**
- Employee discounts on various products and services.
- Relocation allowance for eligible candidates.
- Visa sponsorship available for qualified applicants.
**Working Environment:**
At Baxalta, we encourage calculated risk-taking to drive innovation and progress. We believe that an inclusive culture empowers our employees to contribute ideas that shape our services and positively impact our customers.
**Deadline to Apply:**
Please submit your application by October 10, 2024.
**Equal Opportunity Statement:**
Baxalta is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, disability, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
