Responsibilities:
ESSENTIALS DUTIES AND RESPONSIBILITIES:
1. Obtain demographic and visit information for all incoming calls for assigned product lines and resolve any outstanding issues within 24 hours of the receipt of the call.
2. Enter Data and maintain accurate and complete client, site and patient information in the database.
3. Assist client with any problems with equipment, hook-up, or transmission. Escalate unachievable issues to Supervisor/Manager/Project Manager.
4. Report specific clinical irregularities to the Supervisor/Manager/Project Manager.
5. Monitor fax failures and assure prompt delivery of information to the site.
6. Assist in the resolution of queries and report requests for related products processed in the used clinical application/program.
7. Report any malfunction of business related systems to Supervisor/Manager/IT.
8. Maintain production metrics as defined by Customer Care Management.
9. Receive phone calls, faxes, emails or other communications from clients requesting assistance. Evaluate the situation and provide rapid resolution to the issue.
10. Work closely with on-site and remote management by responding to and resolving customer inquiries and request for technical information.
11. Provide recommendations for service set-up, usage and troubleshooting.
1. College or high school degree (or equivalent) with at least 6 months call center/help desk experience preferred. Two years of IT help desk, Service Desk or other IT support experience preferred.
2. Available to work evening/weekend shift.
3. Strong technical aptitude required.
4. Demonstrate superior Customer Service skills; prior help desk experience strongly preferred as most interactions will be conducted over the telephone.
5. Must speak fluent English. Additional languages very helpful.
6. Previous experience working with or knowledge of pharmaceutical, clinical or medical devices is helpful.
7. Must be able to work independently and demonstrate initiative in resolve issues.
8. Exercise patience and display Customer Service skills in difficult situations and demonstrate the ability to diffuse potentially stressful situations for ERT clients.
9. Effective written and verbal communication skills; able to speak well and represent ERT in a professional manner.
10. Working knowledge of MS Office tools
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