Help Desk Coordinator I

Advarra

Client Support role providing excellent customer service for clinical research inquiries through phone and Zendesk. Collaborate with team to resolve client questions and foster loyalty.

Posted 6/16/2026full-timeRemote • 🇺🇸 United StatesJunior💰 $50,000 - $66,974 per yearWebsite

About the role

Key responsibilities & impact

Promote client loyalty through excellent customer service and assistance with clinical research study activities
Work within a team on pooled work to meet service objectives and team goals
Identify and service the needs of customers through building rapport and resolving routine service questions
Answers and addresses inquiries from Advarra clients via Zendesk and incoming phone calls in a courteous, timely and professional manner: Identifies customer issue or question, providing accurate and timely resolution
Empathizes with the customer establishing expectations for resolution to his/her inquiry
Works with key members within department and across the company in providing customer focused resolution
Follows up with customers within established expectations and timeline
Performs data entry and administrative tasks to process time-sensitive documents requiring high accuracy, completeness, and adherence to strict guidelines
Processes CIRBI Gatekeeper assignments and Account Profile assignments in an accurate and timely manner following company guidelines
Handle varying tasks on a routine basis while ensuring high company and industry standards
Executes procedures in compliance with internal quality standards and external regulations
Handles changing priorities with flexibility and adaptability
Works collaboratively with other team members and others across departments to meet project and work deadlines
Additional duties as assigned by department management as required by the needs of the company

Requirements

What you’ll need

Associate degree, or equivalent combination of education and experience
1+ years of customer service experience via phone and e-mail, business to business
1+ years of administrative support experience in a regulated service industry
Effective written communication skills
Excellent customer service skills
Attention to detail in delivering high-quality, error-free work that is exact and complete
Ability to proficiently navigate a database
Experience using both Microsoft Word and Excel
The ability to adapt to customer situations, providing solutions and follow-up within an established framework or policy
Ability to identify customer needs
Ability to build rapport over the phone, being able to recommend and present solutions, and respond to customer concerns
Thrive in a fast-paced, ever changing, time-sensitive environment

Benefits

Comp & perks

Health coverage
Paid holidays
Variable bonus

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

data entryadministrative supportcustomer serviceproblem resolutionattention to detaildatabase navigationMicrosoft WordMicrosoft Excel

Soft Skills

effective written communicationcustomer empathyflexibilityadaptabilityrapport buildingsolution recommendationfollow-upteam collaboration

Certifications

Associate degree