Client Services Representative, Interactive Response Technology – 2nd Shift
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Job Description
Client Services Representative providing proactive helpdesk support to investigator sites and monitors. Handling calls, ticket resolution, and CIRT maintenance in a remote setting.
Responsibilities:
- Receipt of Helpdesk calls from investigator sites, recording of the issues and resolution of the issue through use of the Admin console
- Receipt of calls from IVR companies to provide order tracking information, and to resolve problems encountered after an order is received
- Resolving 1st level calls for all global locations
- Escalating calls appropriately when required
- Ensuring all Helpdesk calls are logged and followed through to resolution, as follows: Creation of a ticket in ICCM Engaging in conversation with PM/client/site Submission of a DCR to Production Support, as necessary and appropriate Completing all steps as outlined in the Helpdesk Study Guide Confirmation of issue resolution with client/site
- Monitoring the CIRT Admin Console for error messages generated by transaction processes, as well as monitoring the faxes in and out for error messages
- Assessment of the error messages and transaction failures to decide what action needs to be taken
- Calling investigator sites and monitors to resolve issues resulting from transaction failures
- Calling investigator sites and internal clients to resolve issues resulting from Helpdesk calls
- Monitoring and distributing Right Fax communications effectively
- Participation in cross-functional business process improvement activities as required
- Implementation of new working practices within the team
- Management of site information – updating and cleaning of study site data at the start and throughout a study
- Providing administrative support to the CIRT and Logistics project management teams when Helpdesk workload permits
- Complete metrics reports and review with Supervisor/Team Members
- Provide Helpdesk specific training(s) to new hires
- Act as a mentor for new hires, for a period of 6-12 months, as appropriate
- Handle escalation calls and tickets from Customer Care Representative
- Scheduling of Associates in consultation with the Team Lead and Manager
Requirements:
- High school diploma or equivalent
- Demonstrated Client Services Support experience handling complaints
- Helpdesk and IT experience, preferably within IRT
- Strong sense of urgency
- Is responsive to internal and external customer needs and maintains a good level of customer service
- Ensures that all work meets quality standards and supports others to achieve good quality
- Ability to multitask and manage time appropriately to ensure that all deadlines are met
- Recognizes and escalates risks appropriately
- Proactively looks to learn and develop knowledge
- Accepts feedback constructively and strives to learn and develop from feedback received
- Keeps up to date with new developments to ensure knowledge of the industry/area of expertise is up to date
- Prioritizes tasks appropriately and requests assistance as appropriate
- Demonstrates effective teamwork, working with and supporting colleagues
- Handles difficult situations tactfully without losing control; stops to think before reacting
- Proactively confronts and resolves problems and conflicts without damaging relationships
- Is approachable; takes time to assist team members and understand their views and concerns
- Demonstrates commitment and enthusiasm to Cenduit and the aims of the company
- Encourages and supports others
- Demonstrates appropriate levels of accountability
- Proficient computer skills
- Good verbal and written communication skills, both face to face and on the telephone
- Ability to handle and resolve escalated communications
- Ability to break-down and disseminate information as it pertains to complex Helpdesk processes and procedures
- Ability to properly assess others’ knowledge and abilities, and tailor training approach, as necessary and appropriate
- Highly developed interpersonal skills
- Solid problem solving and analytical skills.
Benefits:
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
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