remote locuri de muncă

We are seeking a technically savvy, team player who thrives in a fast-paced, dynamic environment. Our ideal candidate is an analytical thinker who will be motivated by helping clients resolve complex, system-related issues. They will be a fast learner, who can maintain their composure and is not easily ruffled under pressure. Additionally, our candidate is a resourceful problem-solver who seeks out effective and efficient solutions, while leveraging their talents and skills, to assist our clients in resolving issues in real-time.

• The work schedule for this role is Monday to Friday, 12:00-20:00.

We are open to remote candidates across Romania for this role.

Your role will include:

• Provide support to system users in multiple countries via telephone and email
• Clearly document all communication with system users
• Troubleshoot and resolve user-reported issues and communicate resolution back to system user
• Add and update highly-sensitive production data for clinical while maintaining trial integrity and regulatory compliance
• Investigate, diagnose, and escalate system issues to relevant teams when necessary for resolution
• Collaborate with cross-functional teams in identifying and providing solutions for system users
• Work well under pressure in a fast-paced dynamic environment with short resolution times
• Manage multiple requests with competing priorities and reprioritize as needed
• Adapt product expertise and knowledge to solve user issues stemming from complex IRT requirements
• Conceptualize and drive best practices in Customer Care
• Identify and implement process improvements focused on driving towards greater efficiency or improved quality in Customer Care
• Assist with departmental initiatives such as creation of new tools, enhancement of processes, development of new processes, etc+
• Identify and resolve issues related to data integrations, including data inconsistencies and system errors
• Perform other related duties as required

Requirements:

• Bachelor's Degree preferred
• English proficiency
• Computer-operating skills
• Friendly, service-oriented attitude
• Written and verbal communication skills
• Attention to detail
• Ability to identify and solve problems in an efficient and effective manner
• Ability to work independently with little to no supervision
• Prior technical support experience preferred, especially in IRT or related field
• Multilingual skills preferred

Experience :

• Some experience in IRT or related field preferred

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