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| Job Title: |
Associate Customer Support Specialist |
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Job Location:
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Raleigh - North Carolina - USA |
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Job Category:
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Other
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Job Reference:
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Customer Support |
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Job description:
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POSITION SUMMARY:
Performs primary first level support to worldwide users of all CRO systems and services. Serves as the first line contact for all CRO customers requiring assistance with any of CRO systems and services, tracks issues within software ticketing package, and resolves or routes calls/tickets as necessary. Responsible for providing stellar customer service.
ESSENTIAL JOB FUNCTIONS:
1.Performs professional primary first level direct or telephone computer support for ICRO and all of its internal and external customers. Documents each support issue within software ticketing package.
2. Resolves first level tickets and ensure the status of the ticket is closed out accurately and efficiently.
3. Identifies second and third level issues and routes the tickets appropriately (to other team members, internal resources, external resources, etc.).
4. Assists in tracking all tickets assigned to insure issues are resolved and tickets are closed.
5. Performs outbound follow up calls to internal/external CRO customers to ensure the service provided by the Customer Support Center was to the customers’ satisfaction. Documents and forwards suggestions or concerns conveyed by the customer to the Manager, Customer Support Center.
6. Communicates unusual system related problems to the Customer Support Center Management.
7. Exhibits careful judgment in communicating sensitive issues to all CRO customers and provides stellar customer service.
8. Assists Customer Support Center Management with administrative and project work as appropriate.
9. Must maintain and demonstrate current knowledge of all Customer Support Center supported systems and services.
OTHER RESPONSIBILITIES:
1. Performs other work-related duties as assigned.
2. Position requires on-call work.
3. Minimal travel may be required (up to 25%).
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Skills:
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Requires a high school diploma or equivalent, plus a minimum of 1 year of customer service experience. Requires proficiency with Windows and Microsoft Office Suite. Computer experience and CRO or healthcare industry experience preferred. MCSE, CCNA or other professional technical certification preferred. Requires the ability to handle multiple tasks to meet deadlines in a dynamic environment. Requires strong documentation, organizational, and customer service skills as well as a user-oriented team approach. Ability to communicate effectively both orally and in writing is necessary. Requires strong problem solving skills and the ability to resolve conflict in a mature, professional manner.
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Employment type:
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Salary Range:
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Unspecified |
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| Other Information |
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Degree:
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High School |
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Experience (year):
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1 |
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Post Date:
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09/07/2008 |
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| Contact Information |
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Address:
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<a href="http://trials.in.ua">clinical research</a> 01033 - Ukraine |
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