Client Services Representative, Interactive Response Technology – 2nd Shift

Job Description: • 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