Job Description

Job Title: Customer Support Associate I

Reports To: Global Helpdesk Manager or Associate Director Timaeus Training

Department: Timaeus Support

Core Responsibilities

Provide professional first line support to all Timaeus customers including training, issue resolution, maintenance of user accounts and laptop management.

Principal Accountabilities

• Handle Timaeus issues in an efficient and professional manner, ensuring prompt and appropriate follow up with the customer to a final resolution


• Consistently record all Timaeus issues in the IT ticketing system


• Provide status handovers to other team members to ensure continuity of cover


• Maintain Timaeus Support tracking and management database, review the database on an going basis to identify new and changed trial activities


• Organise the shipping of Timaeus appliances to and from sites


• Deliver Timaeus training either as part of a helpdesk issue or a scheduled event, ensuring all users have a clear understanding of their view of the Timaeus system


• Contribute to and assist maintaining the Customer Support knowledge base.


• Assist in maintaining system access and security for all users


• Work with the TimaeusCustomerManagerRole to ensure users have appropriate access to Timaeus at all times


• Contribute to the induction and training of team members as required


• Contribute the development and maintenance of Customer Support training materials


• Provide input into improving the effectiveness of the organisation such as developing new processes, systems and customer relations.


• Ensure compliance of all Timaeus Support processes and associated SOPs


• Other activities assigned by Line Manager

Essential Work Experience And Qualifications

• Preferably a Life Science degree


• Good understanding of clinical drug development. Preferably experience of working within drug development or customer support field


• IT skills, ability to work with various software packages


• Second Language essential (French,German,Spainish)

Attributes

• A strong customer service orientation with an excellent telephone manner


• Good organisational skills


• Excellent interpersonal and communication skills, and the ability to operate effectively in a global working environment


• Ability to listen and interpret technical actions in a non-technical manner


• Work calmly under pressure and meet deadlines


• Professional, positive, dynamic and driven


• A good understanding of clinical terminology


• Ability to prioritise activities in line with client business needs


• A good investigative and meticulous approach to all activities and tasks


• Team player


• The ability to work effectively and efficiently with internal partners within Cmed