Specialist Application Support

3 weeks ago

Coimbatore, India Avantor Full time

The Opportunity:

Avantor is looking for an associate who can work directly with both external and internal customers to provide support for our digital solutions software suite. Support functions include, but are not limited to, maintaining applications, upgrading, patching, administering, and reporting. Assist in researching and analyzing application-related problems for customers. Collaborate with Project Managers, Developers, and business analysts to provide solutions and support.

What we’re looking for  

Education : Bachelor’s degree required.

Experience: 2+ years relevant experience in a customer relationship role (Calls, Chats and Email).

Preferred Qualifications:

Demonstrated problem-solving skills and resourcefulness, including Root Cause Analysis (RCA).

Intermediate computer skills are necessary; ability to work in multiple systems concurrently.

Technical proficiency with the ability to quickly learn proprietary systems.

Strong communication skills, both verbal and written

Ability to collaborate with team members and employees from other departments, while also demonstrating the capability to work independently.

Ability to manage multiple priorities in a fast-paced and complex environment.

Good organization and time management skills

Display attentive and active listening abilities.

Ability to maintain composure and positive attitude during challenging situations.

Familiarity with SAP system, particularly in Inventory Operations and Order to Cash (OTC) processes.

How you will thrive and create an impact

Full working knowledge of the digital Solutions suite which include Inventory Manager, Chemical Manager and Equipment Manager

To include providing administrative support to the various .com instances we utilize in conjunction with our digital solutions suite.

Maintain and support electronic communication between DS suite and our ERP SAP system.

Possess full knowledge of SAP ERP Order to Cash

Maintain and resolve SAP XML communication issues.

Set up and maintain EDI integrations.

Possess working knowledge of C4C.

Provide support to Equipment services team (C4C, FSM)

Maintain the lead/Opportunity pipeline.

Communicate orally and in writing with customers to process, expedite, and troubleshoot all tools within the Digital Solutions team (IM, CM, EM), as well as (C4C, FSM).

Take ownership of the customer request and experience from initiation to conclusion, utilizing multiple and often complex systems, programs, and monitors to research information.

Research and resolve customer issues by clarifying their complaint, identifying the root cause of the problem, and providing direct resolution or escalating, as necessary.

Initiate selling efforts for Webform Leads

Provide basic training and instruction to end users.

Proactively interact with customers through notification, follow ups and customer check-ins to enable customer retention and sales growth.

Seeks opportunities to provide solutions to resolve issues with Digital Solutions tools.

Provides recommendations on areas for process improvement within both the applications and site SOPs.

Make decisions based on policies and past precedents, seeking guidance, as necessary.

Be accountable for performance metrics such as schedule adherence, productivity standards, and quality standards.

Perform other duties as assigned.

Disclaimer:


The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position. Avantor is proud to be an equal opportunity employer.

Why Avantor?

Dare to go further in your career. Join our global team of 14,000+ associates whose passion for discovery and determination to overcome challenges relentlessly advances life-changing science.

The work we do changes people's lives for the better. It brings new patient treatments and therapies to market, giving a cancer survivor the chance to walk his daughter down the aisle. It enables medical devices that help a little boy hear his mom's voice for the first time. Outcomes such as these create unlimited opportunities for you to contribute your talents, learn new skills and grow your career at Avantor.

We are committed to helping you on this journey through our diverse, equitable and inclusive culture which includes learning experiences to support your career growth and success. At Avantor, dare to go further and see how the impact of your contributions set science in motion to create a better world. Apply today

EEO Statement:

We are an Equal Employment/Affirmative Action employer and VEVRAA Federal Contractor. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state/province, or local law.

If you need a reasonable accommodation for any part of the employment process, please contact us by email at and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.

3rd party non-solicitation policy:

By submitting candidates without having been formally assigned on and contracted for a specific job requisition by Avantor, or by failing to comply with the Avantor recruitment process, you forfeit any fee on the submitted candidates, regardless of your usual terms and conditions. Avantor works with a preferred supplier list and will take the initiative to engage with recruitment agencies based on its needs and will not be accepting any form of solicitation

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