About

• At Diaceutics we believe that every patient should have access to the right treatment at the right time. We provide the world’s leading pharmaceutical companies with an end-to-end solution for the launch of precision medicine diagnostics enabled by DXRX – The Diagnostic Network®.
• DXRX is the world’s first diagnostic commercialization platform for precision medicine, integrating multiple pipelines of real-world diagnostic testing data from a global network of laboratories.

Position Summary

• The purpose of this position is to assist with all aspects of DXRX Network Member support operations, including (but not limited to) internal and external member query handling, DXRX account creation and moderation, and configuration and management of public-facing DXRX platform functionality. The role will have have particular focus on ensuring positive member experience as we grow and develop the our global network of Health Care Professionals (HCPs) through their engagement with out DXRX platform.
• The role will uphold excellent standards of customer support and service, in line with policies and processes set Network Strategy & Operations (NS&O) and wider Company leadership. In common with all members of the NS&O organisation, the person responsible for this role will see themselves as a link between customers (both internal and external) and other departments in Diaceutics, conveying feedback, brokering communication and advanced problem solving; as well as maintaining, expanding and improving operational processes.

Duties and Responsibilities

• Routinely monitor and resolve chat and email enquiries from internal and external DXRX users.
• Take ownership of, and process new organization and user account requests in line with departmental Service Level Agreement (SLAs). Perform all necessary security and validation checks as outlined in internal team process; assist customers with initial access and navigation tasks where required.
• Maintain, organise and expand Member Support & Experience (MS&E) operating procedures, reference documentation and knowledge libraries
• Gain and maintain a high level of Diaceutics product and service knowledge, especially DXRX, and act as a knowledgeable advisor primary point of contact for Support for other departments
• Work with multiple software tools including Customer Relationship Management (CRM), Service Management, Security and other systems to ensure efficiency and operational effectiveness; use internal and external communication platforms to deliver timely, quality customer service
• Foster strategic, trust-based relationships, expanding and engaging our HCP network membership.

Key Attributes Required

• Customer Service / External Impact: the successful candidate should have a strong awareness of customer relationship considerations, as they personally represent Diaceutics and our Network Strategy, while maintaining focus on customer service and efficient productivity
• People Skills: capability to work across multifunctional teams is sought, combined with an ability to build rapport, trust and active relationships with multiple stakeholders, from executive-level, external clients, to internal technical teams, and beyond.
• Decision-Making: Taking ownership and showing initiative while working within a process-driven and quality-focused team will be required. A versatility in handling unfamiliar technical situations and an array queries from diverse customer-types is desireable
• Initiative and Independence: working as a key contributor to day-to-day member support operations, the ideal candidate will demonstrate a high level of attention without losing site of wider business process and customer considerations

Knowledge and Specialist Skills

• Education – Bachelor’s degree in a scientific or commercial field, preferably with some relation to Precision Medicine, or Diaceutics primary client sectors
• Knowledge of customer support case management processes and associated management software
• 1-2 years experience in a technical support, helpdesk or other customer-facing role where relationship building and customer satisfaction were aspects of employment responsibilities
• Experience with online network member platforms, community building or network development an advantage
• Enterprise software knowledge & skills, including virtual communication applications, demonstrating a high level of proficiency with Microsoft Office tools and CRM solutions
• Proven track record in working within a dynamic corporate environment, balancing day-to-day productivity targets, customer-satisfaction goals, and wider commercial strategic objectives.
• Life at Diaceutics
• Culture is a powerful driver of Diaceutics’ success and growth. Our culture is an outcome of our ‘One Diaceutics’ Behaviors. These behaviors set out a promise and an expectation of what it means to work at – and with – Diaceutics.
• We exist because we Care Deeply about our patients and customers. To Be Bold, we pioneer, we innovate, and we think big. We take responsibility, and we are driven and determined to Make an Impact. We prioritize collective success and when we win, we Succeed Together. We are excited by change and driven by progress. We Don’t Stand Still.
• We are a multi-cultural, diverse team spanning 16 countries around the world. All of our employees work remotely or in a hybrid model, collaborating together as a global community.

We hire smart, fun people who care about our mission and about each other. Some interesting points about us

• · Training and development opportunities
• · Remote, Virtual Working and Hybrid Working based on location to offices
• · Flexible Working incl. Flex Day Program
• · Share Incentive Plan
• · Increase of Annual Leave with tenure
• · Pension
• · Healthcare (including Vision and Dental) and Additional Benefits
• · Life Insurance
• · Group Income Protection
• · Enhanced Maternity and Sick Pay Provisions
• · Robust Performance Management Framework and Individual Growth Plan
• · Attractive Staff Referral Scheme
• · Dedication to a positive working culture with regular health and wellbeing activities and an annual company get-together
• We are an equal opportunities employer and welcome applications from all suitably qualified persons.

• Please see link below to our Candidate Privacy Statement -
• https://www.diaceutics.com/privacy-statement