Help Desk Coordinator I

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Advarra

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1983

☁️ SaaS

💊 Pharmaceuticals

SaaS • Pharmaceuticals

Advarra is a provider of integrated regulatory oversight and clinical trial technology, combining independent IRB review and compliance services with enterprise SaaS platforms (including Braid, OnCore, Clinical Conductor, eReg, and eSource). The company delivers operational intelligence, AI-powered protocol design and automation, site collaboration, study startup and enrollment tools, and strategic enablement services to sponsors, CROs, research sites, and institutions to improve efficiency, compliance, and patient safety across the clinical trial lifecycle.

📋 Description

• Promote client loyalty through excellent customer service and assistance with clinical research study activities • Work within a team on pooled work to meet service objectives and team goals • Identify and service the needs of customers through building rapport and resolving routine service questions • Answers and addresses inquiries from Advarra clients via Zendesk and incoming phone calls in a courteous, timely and professional manner: Identifies customer issue or question, providing accurate and timely resolution • Empathizes with the customer establishing expectations for resolution to his/her inquiry • Works with key members within department and across the company in providing customer focused resolution • Follows up with customers within established expectations and timeline • Performs data entry and administrative tasks to process time-sensitive documents requiring high accuracy, completeness, and adherence to strict guidelines • Processes CIRBI Gatekeeper assignments and Account Profile assignments in an accurate and timely manner following company guidelines • Handle varying tasks on a routine basis while ensuring high company and industry standards • Executes procedures in compliance with internal quality standards and external regulations • Handles changing priorities with flexibility and adaptability • Works collaboratively with other team members and others across departments to meet project and work deadlines • Additional duties as assigned by department management as required by the needs of the company

🎯 Requirements

• Associate degree, or equivalent combination of education and experience • 1+ years of customer service experience via phone and e-mail, business to business • 1+ years of administrative support experience in a regulated service industry • Effective written communication skills • Excellent customer service skills • Attention to detail in delivering high-quality, error-free work that is exact and complete • Ability to proficiently navigate a database • Experience using both Microsoft Word and Excel • The ability to adapt to customer situations, providing solutions and follow-up within an established framework or policy • Ability to identify customer needs • Ability to build rapport over the phone, being able to recommend and present solutions, and respond to customer concerns • Thrive in a fast-paced, ever changing, time-sensitive environment

🏖️ Benefits

• Health coverage • Paid holidays • Variable bonus