As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.
Position: Customer Service Project Analyst
Locatiion: Remote
Discover impactful work:
The CCG Business Specialist you will be responsible for representing the business in requirements, platform testing, building Standard Operating Procedures (SOPs), crafting and delivering training (Train the Trainer) for Digital Front Office Project (CCG Thermo Fisher). This role will assist in building a new platform for Digital Front Office Project. A Day in the Life:
- Participate in the requirements discussions and work with the IT and UX Design teams for the Digital Front Office Project.
- Support the Customer Service team to evaluate processes in line with PPI business System principles of continuous process improvement during a Project.
- Take material from mock-up designs and requirements to build training plans and work instructions.
- Exhibit the components of service excellence, both in their interactions, and delivery and in the ability to relate these concepts to business teams.
- Basic understanding and ability to apply adult learning theory.
- Basic understanding of the Agile and Design Thinking methodologies.
- Carries out activities to help meet business goals.
- Has organizational skills to ensure learning activities are completed timely.
- Has knowledge and applies commonly-used concepts, practices, and procedures within the customer service centers.
- Support the teams within CS to use their daily management for problem-solving of identified issues.
- Ability to coordinate User Acceptance Testing for a project.
- Ability to work with ambiguity in a fast-paced, multifaceted environment.
- Support the Customer Service Teams to evaluate processes in line with PPI business System principles of continuous process improvement.
Keys to Success:
Education
- High School Diploma or Equivalent
- Associates Degree preferred
Experience- Minimum of 3 year of customer service experience or training environment.
- Demonstrated knowledge in Customer Service tools (Verint, Genesys, On-Demand, Mainframe)
- Training, mentoring, or coaching experience preferred
Knowledge, Skills, Abilities- Ability to travel up to 5-7%
- Must possess excellent interpersonal skills to be able to relate well to different levels of the organization, work effectively as part of a team, and handle conflict effectively.
- Must have excellent written and verbal communications skills to write standard operating processes and workflows
- Must have strong organizational skills to work in a fast-paced environment handling multiple demands
- Must be able to work independently and yet contribute and relate well to a team.
- Ability to maintain a high level of confidentiality
- Flexibility, demonstrated ability to change priorities quickly, and capacity to handle multiple tasks
- Good understanding of Computer navigation, installing programs, uploading videos/Links to programs, and troubleshooting issues for remote agents.
- Knowledge of WebEx, Teams, and any other O365 media platforms
Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain 5 reasons to work with us. As one team of 100,000 colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need. #StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued. |