Client Services Representative, Interactive Response Technology (IRT) (Remote, 2nd Shift)

Hours: 2nd shift, 12:00p-9:00p US ET

Overview

The Client Services Representative is responsible for providing proactive Helpdesk support to investigator sites, monitors and IVR companies. This includes handling escalation calls and tickets from Tier I support; assisting in the set up and maintenance processes of CIRT; and the creation, compilation and distribution of site documentation. This role provides administrative assistance to the IRT/Logistics project management team as time allows.
 

The role requires competent use of IQVIA IRT systems and SOPs and will be required to perform to IQVIA IRT Quality Standards and timelines.

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.