Technical Support Specialist - Iasi Romania - US Working Hours

Technical Support Specialist - Shift Pattern

Provides support for escalated calls from Tier I Helpdesk to ensure that all helpdesk calls are responded to in a timely and accurate manner. The individual must have open communication with our Tier 1 support, project teams, Logistics, R&D and client to meet the SLA timelines agreed.
The Technical Support Specialist in the Helpdesk group is a supporting member of the CRF Health project team in the maintenance phase of a study and also provides advice on knowledge based material to facilitate a smooth transition from set-up to maintenance support by Tier 1.

• Manage the day to day processes and policies in support of CRF Health and Healthcare’s quality policy and it’s core values, following work instructions and related forms according to quality procedures
• Continuously strive to increase the effectiveness and efficiency of the Helpdesk, from improvements to each function, as well as calibration and communication between streams
• Assist sites, patients and clients with technical support and customer service related issues via phone, live chat, email and Tier 1 escalations. Proactively investigate issues and process requests, ensuring tickets are responded to and resolved in accordance to QMS and SLAs.
• Create and modify documents and reports using Microsoft Office packages and Helpdesk ticket system
• Accurately document customer interactions and knowledge solutions in Helpdesk ticket system
• Conducts training to Tier I agents on new technologies, best practices for supporting a site or patient call, protocol specific material, use of electronic resources and software, among other topics.
• Reviews and provides input for knowledge base articles
• With support from Helpdesk Manager, updates and maintains training aids such as training documents and demonstration devices
• Ensures all training records are kept up to date and in accordance with QMS
• Follow up on negative survey results to ensure client satisfaction
• World-wide travel required for internal training purposes
• Supports new product & service releases from a Helpdesk process perspective when required to facilitate operational readiness.
  
  

Additional Responsibilities

• Travel to and attend sites that require additional support
• Provide support for the On Call service as required (please see On Call Plan)

• Must be customer focused for both internal and external customers
• Must be a team oriented person with a “can do” attitude
• Must have experience with Microsoft Office
• Must have superior communication skills, both oral and written
• Must be detailed and results oriented
• Must have solid technical, time management, communication, decision making, human relations, and organizational skills.
• Must be willing to travel at short notice
• Must have flexibility to adjust to shift schedule
• Windows Mobile experience preferred
  
  

CRF Health aspires to be the market leading provider of patient centred eSource technology and service solutions focused on flexibility and innovation, underpinned by deep regulatory and technical knowledge and high-quality service delivery.

We have operations in Romania, Finland, the US and the UK and continue to grow in terms of revenues, customer numbers and employees.

CRF Health creates electronic Clinical Outcome Assessment (eCOA) solutions that are simple, scalable, and effective. From our collaborative, agile design approach to our user-friendly reporting tools, we streamline complex processes and deliver reliable results for superior clinical trial outcomes. We improve patient engagement with intuitive design, support study teams with tailored scientific insights, and secure high-quality data with precision. Above all, we ease the path to approval.
Our personalized service and unparalleled eCOA expertise helps sponsors bring new medicine to market quickly and cost-effectively, improving lives across the world. More information on CRF Health to be found at

If this role isn't quite right for you then click here and search on all our current vacancies.
The "Behaviours" we will measure you against - the "how you do it" - includes:

• Embrace Collaboration
• Own Your Contribution
• Drive for Results and
• Passion for the Customer
  
  

How do the decisions in the design and analysis of mode equivalence studies affect study outcomes? Learn more