Job Description

Company Summary: Centor is a Gerresheimer company. Gerresheimer is an innovative systems and solutions provider and a global partner for the pharma, biotech and cosmetic industries. The company offers a comprehensive portfolio of pharmaceutical containment solutions, drug delivery systems and medical devices as well as solutions for the health

industry. The product range includes digital solutions for therapy support, medication pumps, syringes, pens, auto-injectors and inhalers as well as vials, ampoules, tablet containers, infusion, dropper and syrup bottles and more. Gerresheimer ensures the safe delivery and reliable administration of drugs to the patient. With 35 production sites in 16 countries in Europe, America and Asia, Gerresheimer has a global presence and produces locally for regional markets. With around 12,000 employees, the company generated revenues of around €2bn in 2023. Gerresheimer AG is listed in the MDAX on the Frankfurt Stock Exchange (ISIN: DE000A0LD6E6).

Job Summary:

The Customer Success Administrator will be the primary administrator for our Zendesk customer service platform, focusing on building an efficient, multi-channel support system for a new SaaS product offering being developed by Centor. In this role, you will lead efforts to improve our support infrastructure, including email, chat, phone, and an optimized product FAQ section. The goal is to ensure a seamless support experience, helping customers and patients easily find solutions to their needs. This role also involves managing the onboarding process for new pharmacy clients and training our team and support agents on best practices within the Zendesk platform

This position can be located in Perrysburg, OH or Charlotte, NC

Key Responsibilities:

Zendesk Administration: Oversee all aspects of the Zendesk platform, including configuration, workflow optimization, and regular maintenance to support customer inquiries across various channels.
Support Channel Development: Build and enhance support channels, including email, live chat, phone support, and an updated FAQ/knowledge base, to make information readily available and improve customer access to support.
Training & Enablement: Train support agents and peers on Zendesk best practices, support processes, and any platform updates to ensure consistent and high-quality service.
Customer Onboarding: Lead new pharmacy customers through a streamlined onboarding process, helping them set up systems and devices while ensuring smooth integration with their existing operations.
Documentation: Create and maintain comprehensive documentation, including Zendesk workflows, FAQ resources, and customer guides.
Troubleshooting & Support: Provide hands-on assistance for technical issues within Zendesk and related support tools, coordinating with internal technical teams as needed.
Feedback & Improvement: Collect feedback from customers and internal teams to enhance the support process and optimize platform functionality.
Reporting: Track and report on Zendesk metrics, such as response times, customer satisfaction, and channel usage, identifying areas for improvement in customer support.

Qualifications:

Education:
- Bachelor’s degree in a related field (e.g., Information Technology, Computer Science, Engineering) or equivalent experience.
Experience:
- 1-3 years of experience in Zendesk administration or customer support operations.
- Experience with healthcare, medical devices, or related industries is a plus.
Skills:
- Proficiency in Zendesk platform configuration and support channel management.
- Strong problem-solving skills and attention to detail.
- Excellent communication and interpersonal skills.
- Ability to explain support processes and best practices to non-technical users.
- Prior experience in UX design or training material development within a Learning Management System (LMS) is preferred.

Preferred Qualifications:

Familiarity with multi-channel support environments, including email, chat, phone, and self-service options.
Experience with project management and cross-functional collaboration.

Benefits: