Client Care Associate

**Description**

**About Norstella**:
At Norstella, our mission is simple: to help our clients bring life-saving therapies to market quicker—and help patients in need.
Founded in 2022, but with history going back to 1939, Norstella unites best-in-class brands to help clients navigate the complexities at each step of the drug development life cycle —and get the right treatments to the right patients at the right time.

Each organization (Citeline, Evaluate, MMIT, Panalgo, The Dedham Group) delivers must-have answers for critical strategic and commercial decision-making. Together, via our market-leading brands, we help our clients:

- Citeline - accelerate the drug development cycle
- Evaluate - bring the right drugs to market
- MMIT - identify barrier to patient access
- Panalgo - turn data into insight faster
- The Dedham Group - think strategically for specialty therapeutics

By combining the efforts of each organization under Norstella, we can offer an even wider breadth of expertise, cutting-edge data solutions and expert advisory services alongside advanced technologies such as real-world data, machine learning and predictive analytics. As one of the largest global pharma intelligence solution providers, Norstella has a footprint across the globe with teams of experts delivering world class solutions in the USA, UK, The Netherlands, Japan, China and India.**:
The Client Care Associate is the first touch-point for all post-project client questions, issues and tasks. They are responsible for the triaging of complex issues. You will help to optimize the Resolution Desk proves to drive efficient, accurate and professional responses to questions and issues.
***Responsibilities**:

- Conduct thorough research, utilizing all available resources to determine root cause of issues, recommend solutions, and answer questions.
- Manage complex issues that require a deep understanding of our products and solutions.
- Triage complex issues to higher level support teams.
- Ensure business practices and deliverables meet the needs of our clients and ensure a great client experience.
- Troubleshoot customer technical issues through root cause using basic troubleshooting, logging, debugging, and other analytical tools, while adhering to Service Level Agreements (SLAs).
- Identifies and escalates bugs outside the scope of Client Care to cross-functional teams, while working closely with end-users, fellow support team members to ensure tickets are resolved
- Assist with developing automation for repetitive internal processes to enhance support delivery.
- Build and maintain a library of technical documentation to help accelerate issue resolution.
- Manage ticket queue efficiently to meet SLA demands.

**Requirements**:

- 1+ years in a client-facing role
- 1+ years working with Market Access data
- In-depth knowledge of our products and services.
- Advanced problem-solving skills
- Previous experience working with data
- Previous experience in a customer facing role
- Proactivity to seek knowledge
- Excellent written and verbal communication skills including articulating ideas and information
- Ability to collaborate effectively with all levels including various levels of management, teams and clients
- Familiarity with JIRA and, MS software programs
- Knowledge of the values and practices that align with customer needs and satisfaction and ability to leverage this information to create customized customer solutions.

**Benefits**:

- Health Insurance
- Provident Fund
- Reimbursement of Certification Expenses
- Gratuity
- 24x7 Health Desk

**The guiding principles for success at Norstella**:
**01: Bold, Passionate, Mission-First**
We have a lofty mission to Smooth Access to Life Saving Therapies and we will get there by being bold and passionate about the mission and our clients. Our clients and the mission in what we are trying to accomplish must be in the forefront of our minds in everything we do.
**02: Integrity, Truth, Reality**
We make promises that we can keep, and goals that push us to new heights. Our integrity offers us the opportunity to learn and improve by being honest about what works and what doesn’t. By being true to the data and producing realistic metrics, we are able to create plans and resources to achieve our goals.
**03: Kindness, Empathy, Grace**
We will empathize with everyone's situation, provide positive and constructive feedback with kindness, and accept opportunities for improvement with grace and gratitude. We use this principle across the organization to collaborate and build lines of open communication.
**04: Resilience, Mettle, Perseverance**
We will persevere - even in difficult and challenging situations. Our ability to recover from missteps and failures in a positive way will help us to be successful in our mission.
**05: Humility, Gratitude, Learning**
We will be true learners by showing humility and gratitude in our work. We recognize that the smartest person in the room is the one who i