Graduate Analyst - Service & Customer Support - TrakCel

Location
Cardiff
Application Deadline
31/01/2023
Salary
25k/year - 25k/year

About TrakCel


We’re in the cell and gene therapy space. It’s the place to be – we’re helping bring truly life changing products to the market. We’re an international technology company providing supply chain management software solutions to companies discovering, developing and commercialising cell and gene therapies and personalised medicine.


Our purpose?


To enable our clients to develop and deliver globally, affordable, ground-breaking treatments safely at scale. There’s a patient at the end of everything we do.


Role Outline

 

As a Graduate Service and Customer Support Analyst at TrakCel you work within the Service and Customer Support team to ensure our customer requirements are met. You will play an essential role in Service and Customer Support by supporting the service desk and assisting with service management. You will work closely with the Support team to ensure service availability and performance is met across the TrakCel customer portfolio and you will learn supply chain processes for cutting-edge cell and gene therapies.  

 

Main responsibilities:

 

·      Service customer requests and technical functions - remaining proactive and responsive to customer needs.  

·      Assist with the creation of Management information, service level agreements and service desk artefacts (e.g., Changes, problem records, assets).  

·      Maintain customer relationships to enable management of service delivery.  

·      Support regular service reviews with the Service Manager to ensure customer requirements are being met. 

·      Service Reporting – produce reports to internal stakeholders and customers with the ability to add commentary providing interpretation for the data set.  

·      Contribute to the upkeep of TrakCel’s service catalogue, training material and knowledge base library. 

·      Communicate courteously with customers by web-call, telephone, and email.  

·      Liaise with third parties – driving service improvements and link to support when resolving any user issues. 

·      Collaborate with technical business units to resolve end user issues.  

·      Develop recommendations for Continual Service Improvements.  

·      Required to participate in On-Call support (24*7 - 365 days per year) on a rota basis.  

 

Skills and Experience- Essential

 

·      Excellent organisational and communication skills.  

·      Experience liaising with customers and service users/consumers 

·      An analytical problem solver with excellent attention to detail.  

·      Demonstrates a strong team and work ethic – able to work independently and support others 

·      Able to manage expectations and relationships both internally and externally.  

·      Capable and confident in demonstrating software.  

 

Skills and Experience-Desirable

 

·      Recognised industry qualification - e.g. ITIL Intermediate level or above.  

·      Computer Science Graduate, Life Science Graduate, or STEM Graduate

·      Experience of the healthcare or pharmaceutical industry.  

·      Knowledge of the Salesforce software platform and supporting ecosystem (MuleSoft) 

·      Understanding of software development methodologies such as Agile. 

·      Proficiency in Microsoft Office 

 

Core company competencies

·      Accountability

·      Leadership

·      Decision Making




Dadansoddwr Gwasanaeth a Chymorth i Gwsmeriaid Graddedig- TrakCel

 

[Caerdydd (Cardiff) + 25k/blwyddyn (25k/year)


Ynglŷn â TrakCel

Rydyn ni yn y gofod therapi celloedd a genynnau. Dyma’r lle i fod – rydym yn helpu i ddod â chynnyrch sydd yn wirioneddol yn newid bywydau i’r farchnad. Rydym yn gwmni technoleg rhyngwladol sy'n darparu datrysiadau meddalwedd rheoli cadwyn gyflenwi i gwmnïau sy'n darganfod, datblygu a masnacheiddio therapïau celloedd a genynnau a meddygaeth bersonol.

Ein pwrpas?

I alluogi ein cleientiaid i ddatblygu a darparu triniaethau sy'n torri tir newydd yn fyd-eang, yn fforddiadwy ac yn ddiogel ar raddfa fawr. Mae yna glaf ar ddiwedd popeth a wnawn.


Amlinelliad o’r Rôl


Fel Dadansoddwr Gwasanaeth a Chymorth i Gwsmeriaid yn TrakCel rydych yn gweithio o fewn y tîm Gwasanaeth a Chymorth i Gwsmeriaid i sicrhau bod gofynion cwsmeriaid yn cael eu bodloni. Byddwch yn chwarae rhan hanfodol mewn Gwasanaeth a Chymorth i Gwsmeriaid trwy gefnogi'r ddesg wasanaeth a chynorthwyo gyda rheoli gwasanaeth. Byddwch yn gweithio'n agos gyda'r tîm Cymorth i sicrhau bod argaeledd gwasanaethau a pherfformiad yn cael eu bodloni ar draws portffolio cwsmeriaid TrakCel a byddwch yn dysgu prosesau cadwyn gyflenwi ar gyfer therapïau celloedd a genynnau blaengar.


Prif gyfrifoldebau:


·      Gwasanaethu ceisiadau cwsmeriaid a swyddogaethau technegol - parhau i fod yn rhagweithiol ac yn ymatebol i anghenion cwsmeriaid.

·      Cynorthwyo i greu gwybodaeth Reoli, cytundebau lefel gwasanaeth ac arteffactau desg gwasanaeth (e.e., newidiadau, cofnodion problemau, asedau).

·      Cynnal perthnasoedd cwsmeriaid er mwyn gallu rheoli'r modd y darperir gwasanaethau.

·      Cefnogi adolygiadau gwasanaeth rheolaidd gyda'r Rheolwr Gwasanaeth i sicrhau bod gofynion cwsmeriaid yn cael eu bodloni.

·      Adroddiadau Gwasanaeth – cynhyrchu adroddiadau i fudd-ddeiliaid mewnol a chwsmeriaid gyda'r gallu i ychwanegu sylwebaeth yn darparu dehongliad ar gyfer y set ddata.

·      Cyfrannu at gynnal a chadw catalog gwasanaeth, deunydd hyfforddi a llyfrgell sylfaen wybodaeth TrakCel.

·      Cyfathrebu'n gwrtais gyda chwsmeriaid trwy we-alwad, ffôn ac e-bost.

·      Cydgysylltu â thrydydd partïon – ysgogi gwelliannau i wasanaethau a chysylltu â chymorth wrth ddatrys unrhyw broblemau defnyddwyr.

·      Cydweithio ag unedau busnes technegol i ddatrys problemau defnyddwyr terfynol.

·      Datblygu argymhellion ar gyfer Gwelliannau Gwasanaeth Parhaus.

·      Angen cymryd rhan mewn cymorth Ar Alwad (24*7 - 365 diwrnod y flwyddyn) ar sail rota


Sgiliau a Phrofiad - Hanfodol


·      Sgiliau trefnu a chyfathrebu rhagorol. Profiad o gysylltu â chwsmeriaid a defnyddwyr gwasanaeth

·      Datryswr problemau dadansoddol gyda sylw rhagorol i fanylion.

·      Yn dangos etheg tîm a gwaith cryf- yn gallu gweithio'n annibynnol a chefnogi eraill

·      Gallu rheoli disgwyliadau a pherthnasoedd yn fewnol ac yn allanol

·      Yn abl ac yn hyderus wrth arddangos meddalwedd


Sgiliau a Phrofiad - Dymunol


·      Cymhwyster diwydiant cydnabyddedig - e.e. ITIL lefel ganolradd neu uwch.

·      Gradd Baglor mewn Cyfrifiadureg / TG ​​/ Gwyddorau Bywyd / maes cysylltiedig â STEM.

·      Profiad o'r diwydiant gofal iechyd neu fferyllol.

·      Gwybodaeth am lwyfan meddalwedd Salesforce a'r ecosystem ategol (MuleSoft)

·      Dealltwriaeth o fethodolegau datblygu meddalwedd megis Agile.

·      Hyfedredd mewn Microsoft Office


Cymwyseddau craidd y cwmni


·      Atebolrwydd

·      Arweinyddiaeth

·      Gwneud penderfyniadau


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To be eligible to apply for the programme, you must:

  1. have the right to work in the UK indefinitely and
  2. must have completed your studies by the vacancy start date.

Please only submit an application if you meet these requirements.

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