Clinical Systems User Support Representative


Allentown, PA

What you'll be doing

Receipting of calls or emails or faxes from clinical trial sites, as well as recording and resolution of issues. Providing order tracking information and resolving problems encountered after an order is received. Resolving 1st level calls for all global locations. Escalating calls appropriately when required. Ensuring all user inquiries are logged and followed through to resolution. Responsible for meeting established metrics for calls, emails, tickets and other related tasks. Calling clinical trial sites and internal clients to resolve issues resulting from site user inquiries. Monitoring and distributing right fax communications effectively; monitoring for error messages. Management of site information updating and cleaning of study site data at the start and throughout a study. Data tracking and monitoring using Excel spreadsheets. Providing administrative support, including data entry, filing, shipping and tracking and processing requests in a ticketing system. Participating in cross-functional business process improvement activities as required.

What your background should be

Experience handling customer complaints or issues is preferred. Experience in the IT, clinical or healthcare fields a plus. MS Word and MS Excel skills required. Experience working in customer facing environment. Proficient computer skills such as Microsoft Office, MS Word and MS Excel. Good verbal and written communication skills, both face to face and on the telephone. Good interpersonal skills. Good problem solving skills. Good analytical skills. Sense of urgency. Strong customer focus.

Required Schooling / Training

Not specified

Who is the client company

Concern about information technology and services.
If you are interested in this position, send your resume to