Client Support Specialist (SERVICE SUPPORT ASSOCIATE)

ClinPhone is the largest and most experienced clinical technology organization in the world and we lead the way in helping the pharmaceutical industry manage its clinical trials. With over 500 live studies currently on-going in 88 countries, we’re experiencing outstanding growth and continue to diversify our business. Since our inception, we’ve expanded and introduced over 10 new service offerings.

We’re now looking for an enthusiastic candidate to join our expanding Northbrook, IL team as a Client Support Specialist.This role is varied and ever challenging! Long term, it offers the opportunity to expand into project management, business development or other key technical roles.

As a Client Support Specialist, you will:

Support the internal and external customers of our Interactive Voice Response (IVR) technology. Receive inquiries from users querying existing study data and study functionality.  Have responsibility for thoroughly investigating the issue to its resolution.Many queries are complex and lengthy to find root cause. Work with live clinical research trial data, analyze study data and generate study data queries.Become a specialist in advising our clients on randomisation and medication management techniques.Respond to all help desk issues in a timely fashion and per service level agreements. Review project issues and trends.  Suggest quality improvements for both our support process and project design.Attend teleconference and face-to-face meetings to provide the best support for the client.

Qualifications: Outstanding customer service skills (both oral and written). PC proficiency (Word, Excel, PowerPoint). Access is a plus.  Ability to multi-task in a fast-paced environment and prioritize and balance work from multiple individuals.  Strong analytical abilities. Experience working with and meeting multiple deadlines. Be a solid team player.


Education/Experience: Bachelor's degree1-2 years experience in a help desk or customer service environment. Experience within a CRO, research or pharmaceutical industry is advantageous.



ClinPhone benefits include: :

Three weeks vacation



Competitive salary



Business casual environment



Medical, dental, and vision plan -effective first day of employment



Life insurance



401(k) plan and flexible spending account



Summer Friday program



Career advancement opportunities



Tuition reimbursement



Gym membership reimbursement



Maternity and paternity leave policies (father/partner)



For immediate consideration, apply for SERVICE SUPPORT ASSOCIATE at http://www.clinphone.com/careers Candidates must possess authorization to work permanently in the U.S. and include salary requirements to be considered. Local candidates only.
ClinPhone Group is an equal opportunities employer with a health promoting culture.

 



Key Words: help desk, database, pharmaceutical, biotech, clinical drug, trials, IVR, IVRS, interactive voice response systems, electronic data capture, EDC, customer service, client-based, analytical