IQVIA

Client Services Representative, Interactive Response Technology – 2nd Shift

IQVIA

full-time

Posted on:

Location Type: Remote

Location: Pennsylvania • United States

Visit company website

Explore more

✨ AI Apply
Apply

Salary

💰 $42,700 - $106,800 per year

About the role

  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Helpdesk experienceIT experienceClient Services SupportTicket creation in ICCMMetrics reportingDCR submissionError message assessmentData managementTraining deliveryProblem resolution
Soft Skills
Strong sense of urgencyCustomer serviceMultitaskingTime managementTeamworkConflict resolutionApproachabilityAccountabilityAdaptability to feedbackInterpersonal skills
Certifications
High school diploma or equivalent