Manage a team of Customer Service Representatives at interactive investor. Driving quality service and team performance in a regulated contact centre environment.
About the role
- Client Support Representative part of External Technology Services providing Tier 1 support for software tools in clinical trials. Major duties include customer service and software-related assistance.
Responsibilities
- Provide excellent customer service to internal and external clients in a timely and professional manner
- Respond to email and other communication requests in a timely fashion using a variety of methods including but not limited to email, instant messaging and other communication tools
- Take initiative to complete project-specific responsibilities with minimal supervision
- Assist clients with software-related questions, study drug tracking, and user provisioning
- Assist Software Development with validation testing for application software releases and updates
- Develop software-specific reference materials
Requirements
- University degree along with 2 years of work experience required; or an equivalent combination of relevant and preferred education and/or work experience.
- Strong analytical and problem solving skills
- Effective and demonstrative oral and written communication skills, specifically including the ability to listen carefully and empathetically
- Complete comfort using and troubleshooting computer and software issues
- Ability to provide high quality customer service for both incoming and outbound calls
- Ability to shift and regain focus quickly and work with limited supervision in a team environment
- Ability to handle confidential data discreetly and carefully
- Ability to be on-call (this responsibility is shared among members of the client support team) outside of normal business hours
Benefits
- Rho provides a comprehensive benefits package for all benefit-eligible employees, which includes medical, vision, dental, HSA, FSA, EAP, life & disability insurance and 401(k).
- All employees are eligible for paid time off, holidays, parental leave and bereavement leave.
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