Client Services Representative, Interactive Response Technology – 2nd Shift

Role Overview

• 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