Customer Support Specialist
2 days ago
As a frontline user management and customer support professional, you will be responsible for efficiently providing solutions to customers, being a flexible problem-solver, and confident in providing resolutions. You will investigate if you do not have enough information to resolve customer inquiries and complaints. At the same time, you are patient, empathetic, and very communicative with others.
The job requires basic computer skills and the capacity to stay focused in a busy work environment. The service runs 24 x 7.
- Process user management/UMT worklist requests within service level agreement
- Provide updates to sponsors, implementation managers, and other relevant teams on the creation/maintenance of all client-supported product accounts.
- Follow strict instructions on the creation/update of all client-supported product accounts as specified on helpdesk briefs/communication plans for each trial.
- Communicate with sponsors via email regarding issues on the creation/maintenance of all supported products and follow up on resolutions in a timely fashion and ensure communication is accurate both verbally and in writing.
- Ensure that all data is entered/updated correctly in the CRM system.
- Perform database system performance reporting tasks.
- Root cause analysis ticket owner for alerts and errors generated by the various products supported.
- Complete quality control activities for user management activities completed by other helpdesk administrators
- Complete site allocation for all client-supported product users in a timely fashion.
- Escalate promptly to shared UM TL any issues with the completion of user management or compliance with service level agreement.
- Ensure compliance with customer data privacy and security policy
- Perform other administrative tasks as required.
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