Product Specialist

Cambridge Cognition Ltd

Summary of Position:

All aspects of customer service, customer satisfaction and customer communications. Support business development, marketing and customers. 

Tasks & Responsibilities:

Customer care:

  • Handling inbound customer communication (email, support requests, calls) across the business (Academic, Pharma, Healthcare) from a Sales, Science, Technical or Finance perspective for initial screening and routing
  • Provide Science, Sales and Technical support to Academic and Healthcare customers
  • Follow up on closed requests to ensure customer satisfaction
  • Facilitate reporting on the volume of requests, the nature, the function and themes to ensure that we proactively respond to customers

Training:

  • Product training for Healthcare and Academic customers
  • Provide input into customer technical documentation/product manuals

Business Development Support:

  • Create and maintain templates for customer communications e.g. mail shots, pre-sales and post-sales follow up
  • Maintain bibliography

Sales Support:

  • Support the BD team with the supply of hardware, quotations and Q&A replies
  • Follow-up all resource downloads, e-Commerce opportunities and bibliography registrants
  • Follow up post sale to ensure the product is being embedded; provide product training as required
  • Proactively contact all customers with regard to licence renewals
  • Provide product reports as required

Logistics:

  • Develop a good understanding of the product portfolio
  • Understanding of the setup of iPads – the installation, set up, connection challenges and synchronisation process
  • Understanding of the use of all product hardware and how to assess technical challenges

In-role Expectations:

  • Demonstrable IT capability in the use of Cambridge Cognition systems and data capture tools
  • Objectives and target delivery – ensuring all support queries are responded to within 24 hours
  • Manage and update a knowledge base of support issues

Requirements:

  • Degree in Psychology, Neuroscience or a related science discipline preferred
  • Interest in cognition and neuropsychological testing; basic knowledge of cognitive testing and its applications in diagnostics and treatment research
  • Office based with staggered/flexible hours to offer maximum availability to cover a global customer base
  • Good communication skills – written and verbal
  • Confident communicator
  • Team player and the ability to build rapport both with internal and external customers
  • Attention to detail
  • High level of computer literacy is essential
  • Process driven, has the ability to follow rules and parameters
  • Ability to think critically and logically
  • Strong technical and analytical reasoning

To apply please send a covering letter and CV to recruitment@camcog.com. No Agencies.

N.B. Cambridge Cognition is not a sponsoring employer and we are therefore unable to consider applications from candidates who are not eligible to work in the UK.

Share this job
     
  Share by Email   Print this job   More sharing options
We value your feedback on the quality of our adverts. If you have a comment to make about the overall quality of this advert, or its categorisation then please send us your feedback
Advert information

Location(s):

South East England