Job Description – Customer Support Specialist

Advanco is a dynamic and innovative technology-driven global enterprise software company dedicated to providing cutting-edge solutions to life sciences.

Working with us goes far beyond having a job. We offer you the opportunity to work in an international, diverse, and inclusive environment leader in the pharmaceutical industry and life sciences, allowing you to gain a limitless network across the globe. The world-class training, professional development, and unlimited growth opportunities we provide will empower you to craft a rocketing career for tomorrow.

We are seeking a Customer Support Specialist to join our multicultural team of curious, hardworking, and ambitious people.

If you're a stellar communicator, adept at solving problems, and deeply passionate about providing exceptional customer support, we are looking forward to seeing your application.

Please note that only CVs written in English will be evaluated.

Position Summary:

Our Customer Support Specialist will be responsible for delivering technical support service to pharmaceutical customers, ensuring the ongoing operational capability of advanco’s solutions up and running on customer sites via the delivery of technical advice, incident resolution, and support in line with the appropriate Service Level Agreements.

Responsibilities:

• Providing a first-level response, ensuring that customer requests are logged in and managed within advanco’s helpdesk ticketing system Zendesk
• Managing the customer support department’s day-to-day functions e.g. preparing reports, analyzing customer requests, proactively looking for improvement areas
• Ensuring that all customer calls/emails/system tickets are actioned in an efficient and helpful manner, and in accordance with agreed SLA targets
• Assisting other members of the advanco support team, particularly in the absence of a team member and escalating any issues as necessary to the Director of the Support Department
• Providing on-site technical support (usually during business hours but out of business hours if required) where necessary
• Working on shifting schedule, which may include overnights and weekends to support 24/7 operations
• Writing technical articles, and documenting technical issues to advanco’s knowledge base

Qualifications / Position Requirements:

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or equivalent experience
• Experience in life sciences, pharma, or related fields preferred
• Knowledge of track and trace solutions, pharmaceutical and tobacco product serialization is a plus
• +5 years of work experience in similar job positions
• Experience in Microsoft 365 applications is a requirement
• Microsoft SQL Server skill (strong command of MS SQL database) is a requirement
• General knowledge of Windows Server/desktop, security, Active Directory, or Firewall technologies
• General knowledge of hardware and networking
• General knowledge of ticketing systems e.g. Zendesk
• Strong critical thinking and decision-making skills
• Ability to plan, prioritize, manage workload multiple tasks, and handle pressure in a deadline-driven environment while simultaneously maintaining
• Ability to self-start, work remotely, and independently
• Working in a challenging and multicultural environment in the corporate business sector with reasonable opportunities to learn continuously
• Strong communicator with fluent English both written and spoken is a requirement

Job Type: Full-time/Hybrid

Work Location:

Istanbul

Izmir

About us:

Advanco is an enterprise software company that has been specializing on product identification for regulated track and trace since 1981, using serialization technologies to prevent counterfeits in the life science sector. It has been focusing on customers in the pharmaceutical industry since 2008 establishing itself as a leading independent provider from Level 2 to Level 5 for regulated track and trace throughout the entire supply chain and around any ERP system.

Advanco is part of Parabellum Investments. The group provides advanco with access to more than 1,800 employees in IT Services and with offices around the globe.

Our Development and Support team draws on over 4 decades of experience in the supply chain sectors, arming our customers with robust, modular, and scalable serialization and aggregation software known as ARC Platform. This end-to-end solution gives pharmaceutical companies and contract manufacturing organizations (CMOs) a secure platform with full automation, design, implementation, and validation engineering services.

At advanco, we offer a flexible and compliant open software platform, featuring extremely high data security and world class 24/7 support. Our goal is to provide our customers with transparent security every day – so that it always contains exactly what is on the package.