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Bethlehem

    Client Services Rep 1 - Bethlehem, United States - IQVIA

    IQVIA
    IQVIA Bethlehem, United States

    2 weeks ago

    IQVIA background
    Description


    The Client Services Rep 1 is responsible to support CSPMs on technical IRT tasks and there by significantly improve the efficiency, quality and turnaround time.

    This includes resolving 2nd level issues and escalating issues that are beyond the 2nd level.

    ResponsibilitiesProvide issue management investigation supportSupport PM in client interactions, where required, providing technical input for issue resolutionInteraction with delivery support teams and lead investigation oversight to resolutionSupport PMs with High Complexity Data reconciliationCoordinates data extractions from systems which requires technical understanding and/or high-risk/sensitive areasKnowledge Base MaintenanceContribute to Streamlining and industrialization of process's within the PM Group and feedback to PM Group management as neededCoaching, training, and mentoring of Project Associates or new Senior Client Services Representative as needed, including ticket and data change request reviewsReceipt of Tier 2 Helpdesk requests from investigator sites, recording of the issues and resolution of the issue through use of the Admin consoleResolving 1st level calls for all global locations during high volume situations or system outagesEscalating requests appropriately per SOP when requiredMonitoring the CIRT Admin Console for error messages generated by transaction processesAssessment of the error messages and transaction failures to decide what action needs to be takenCalling investigator sites and monitors to resolve issues resulting from transaction Failures or resulting from Tier 2 Help Desk callsImplementation of new working practises within the teamFirst line escalation from Tier 1 for issues that need to be escalated to Technical Operations, Application Support, IT, R&D, BO, CIRT2 team, or cirt system issuesComplete metrics reports and review with Supervisor/Team MembersMonitors phone system, chat feature, and email system daily to ensure proper coverageSkills & CompetenciesIs responsive to internal and external customer needs and maintains a good level of customer serviceEnsures that all work meets quality standards and supports others to achieve good qualityAbove average time management sills to ensure all personal and team deadlines are met.

    Recognizes and escalates risks appropriatelyProactively looks to learn and develop knowledgeAccepts feedback constructively and strives to learn and develop from feedback receivedKeeps up to date with new developments to ensure knowledge of the industry/area of expertise is up to datePrioritizes tasks appropriately and requests assistance as appropriateDemonstrates effective teamwork, working with and supporting colleaguesHandles difficult situations tactfully without losing control; stops to think before reactingAbility to handle escalated calls with professionalism and empathy, while remaining in control of personal emotionsProactively confronts and resolves problems and conflicts without damaging relationshipsIs approachable; takes time to assist team members and understand their views and concernsDemonstrates commitment and enthusiasm to Cenduit and the aims of the companyEncourages and supports othersDemonstrates appropriate levels of accountabilityProficient computer skillsAbility to handle and resolve escalated communicationsAbility to break-down and disseminate information as it pertains to complex Help Desk processes and proceduresProficient in English language, for utilization of multicultural communications, by using proper grammar and speechAbility to properly assess others' knowledge and abilities, and tailor training approach, as necessary and appropriateHighly developed interpersonal skillsSolid problem solving analytical skillsStrong sense of urgencyAbility to lead in absence of management, take on a leadership role and tasks when necessaryTechnical acumenIRT experience desirableExperience with eClinical systemsProficient in SQL and understanding of RDBMSEducation & ExperienceBachelor's degree or equivalent training and experience 1-3 years IRT or Clinical Data management experience Experience working in a customer service environment preferredAdditional InfoThis role will require extensive use of the keyboard and therefore repetitive motion of the fingers and will involve sitting for extended periods of timeThe work schedule is shift specific as coverage for 24/7, 7 days a week HD schedule dictatesRotating weekends or required weekend work as dictated by shift scheduleFlexibility for shift changes when requiredIQVIA is a leading global provider of advanced analytics, technology solutions and clinical research services to the life sciences industry.

    We believe in pushing the boundaries of human science and data science to make the biggest impact possible - to help our customers create a healthier world.

    Learn more at are committed to providing equal employment opportunities for all, including veterans and candidates with disabilities.

    's ability to operate and provide certain services to customers and partners necessitates IQVIA and its employees meet specific requirements regarding COVID-19 vaccination status.

    potential base pay range for this role, when annualized, is $46, $78, The actual base pay offered may vary based on a number of factors including job-related qualifications such as knowledge, skills, education, and experience; location; and/or schedule (full or part-time).

    Dependent on the position offered, incentive plans, bonuses, and/or other forms of compensation may be offered, in addition to a range of health and welfare and/or other benefits.

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