[Hiring] Client Services Representative, Interactive Response Technology (IRT) @IQVIA

Role Description

The Client Services Representative is responsible for providing proactive Helpdesk support to investigator sites, monitors, and IVR companies. This includes:

• Handling escalation calls and tickets from Tier I support
• Assisting in the setup and maintenance processes of CIRT
• Creation, compilation, and distribution of site documentation
• Providing administrative assistance to the IRT/Logistics project management team as time allows

The role requires competent use of IQVIA IRT systems and SOPs and will be required to perform to IQVIA IRT Quality Standards and timelines.

Responsibilities

• 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 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, including:
  • 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
• Assessment of error messages and transaction failures to decide on necessary actions
• 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

Qualifications

• High school diploma or equivalent
• Demonstrated Client Services Support experience handling complaints
• Helpdesk and IT experience, preferably within IRT
• Strong sense of urgency
• Responsive to internal and external customer needs
• Ensures that all work meets quality standards
• Ability to multitask and manage time appropriately
• Recognizes and escalates risks appropriately
• Proactively looks to learn and develop knowledge
• Accepts feedback constructively
• Keeps up to date with new developments
• Prioritizes tasks appropriately
• Demonstrates effective teamwork
• Handles difficult situations tactfully
• Proactively confronts and resolves problems and conflicts
• Is approachable; takes time to assist team members
• Demonstrates commitment and enthusiasm to Cenduit
• Encourages and supports others
• Demonstrates appropriate levels of accountability
• Proficient computer skills
• Good verbal and written communication skills
• Ability to handle and resolve escalated communications
• Ability to break down and disseminate information regarding complex Helpdesk processes
• Ability to assess others’ knowledge and tailor training approach
• Highly developed interpersonal skills
• Solid problem-solving and analytical skills

Requirements

• High school diploma or equivalent
• Demonstrated Client Services Support experience handling complaints
• Helpdesk and IT experience, preferably within IRT
• Strong sense of urgency
• Responsive to internal and external customer needs
• Ensures that all work meets quality standards
• Ability to multitask and manage time appropriately
• Recognizes and escalates risks appropriately
• Proactively looks to learn and develop knowledge
• Accepts feedback constructively
• Keeps up to date with new developments
• Prioritizes tasks appropriately
• Demonstrates effective teamwork
• Handles difficult situations tactfully
• Proactively confronts and resolves problems and conflicts
• Is approachable; takes time to assist team members
• Demonstrates commitment and enthusiasm to Cenduit
• Encourages and supports others
• Demonstrates appropriate levels of accountability
• Proficient computer skills
• Good verbal and written communication skills
• Ability to handle and resolve escalated communications
• Ability to break down and disseminate information regarding complex Helpdesk processes
• Ability to assess others’ knowledge and tailor training approach
• Highly developed interpersonal skills
• Solid problem-solving and analytical skills

Benefits

• The potential base pay range for this role, when annualized, is $42,700.00 - $106,800.00
• Actual base pay offered may vary based on job-related qualifications
• Incentive plans, bonuses, and/or other forms of compensation may be offered
• Range of health and welfare and/or other benefits