Actelion Pharmaceutical Work Values

Daily Duties at Actelion Pharmaceutical:

Field incoming requests to Technical Support via telephone, customer portal and e-mail to ensure courteous, timely and effective resolution of customer issues. • Document all pertinent customer identification information, including name, department, contact information and nature of problem or issue. • Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. • Apply diagnostic utilities to aid in troubleshooting. • Access software updates, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution. • Identify and learn appropriate software and hardware used and supported by the organization. • Collaboration and escalation of issues with Technical Consulting and Engineering. • Test fixes provided by Engineering to ensure problem has been adequately resolved. • Perform post-resolution follow ups to help requests. • Develop knowledge solutions and FAQ lists for customers. • Reinforce SLAs to manage customer expectations. • Evaluate documented resolutions and analyze trends for ways to prevent future problems. • Alert management to emerging trends in incidents. User account management for internal users and external service providers.. Incident and problem management. Profile based user training for system use. Support three global clinical systems (CTMS, EDC and CTP) for user inquiries. Participate in UAT validation testing for bug fixes, OS and security patches and upgrades or enhancements.

What they like about Actelion Pharmaceutical:

You highly value a work environment built on a formal structure, rules, and regulations. You do not enjoy the unpredictability of shifting priorities and deadlines that upset your routine. You require and enjoy direction, input and accountability as part of your work environment. You have a strong need to participate in making key decisions and feel left out if your superiors or co-workers do not seek your input when making decisions. You thrive on providing good customer service to both internal or external customers, and doing so makes you feel good.

Tags

QA Tester, Application Support, Clinical Systems, Help Desk, Software Tester, Data Manager, EDC, CTMS and CTP, Systems Support, Documentation Specialist

Skills

Knowledge of Clinical/Safety Systems, Ability to provide role based training on the use of applications, Experienced providing user application support, Change Management, Computer Validation

These are some of the questions we asked our climbers about their experiences with Actelion Pharmaceutical: