COMMUNICATION MANAGEMENT SPECIALIST

Location: Telecommute
Job Type: Contract
Compensation Range: $28.00 - 28.72 per hour

We are seeking a Platform Support & Implementation Specialist to serve as the definitive subject matter expert for our pharmaceutical e-commerce platforms. In this role, you will bridge the gap between technical digital enhancements and the specific operational needs of diverse pharmacy trade classes. You aren’t just providing support; you are an educator and a problem-solver, mastering every platform feature to ensure our stakeholders are empowered and informed.

You will own the end-to-end hypercare process, efficiently triaging user requests and providing direct education to resolve issues in real time. For more complex challenges, you will serve as the critical link to technical teams, ensuring a seamless routing and resolution process. By meticulously documenting defects and creating actionable workarounds, you will provide our sales and customer support teams with the high-standard, up-to-date information they need to maintain operational consistency and excellence.

Responsibilities:
The primary duties of this role will include:

• Learning the features of the client's pharmaceutical ecommerce platform with a high degree of mastery.
• Learning the key differences between the various types of pharmacies and classes of trade that are moving to use the Vantus HQ ecommerce platform.
• Learning and teaching various stakeholders about the enhancements that are added to the Vantus HQ platform each month.
• Monitoring the hypercare triage from intake tool for new submissions and responding promptly to all requests for assistance.
• Answering questions and providing education to requestors in order to resolve issues.
• Routing incoming support requests that cannot be resolved by Live Site Management team to the appropriate team or technician for problem resolution.
• Ensuring that all support requests are followed up on and dispositioned in a timely manner.
• Keeping accurate and complete documentation regarding known defects and work arounds so that consistent and accurate information can be provided to sales and customer support teams.

Qualifications:

• Ability to communicate in a clear and concise manner, both verbally and in writing.
• Strong customer service mindset and willingness to provide assistance under situations that can sometimes be hectic and stressful.
• Ability to remain calm and supportive in situations where those who are requesting help may be frustrated.
• Ability and willingness to work with a variety of toolsets: Microsoft suite of products, including Sharepoint, Teams, Forms as well as Salesforce, Confluence, Jira and approved AI tools.
• Ability to interpret and analyze evidence and description of problem that may be incomplete or unclear and act using a combination of standard operating procedures and instinct.
• Attention to detail and timelines.
• Ability to manage multiple workstreams at one time.
• 2+ years experience in related role or with relative experience.
• BA or BS.

JOBID: 042026-129872
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Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Cella, a randstad digital company, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Cella by randstad digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.