Job added in hotlist
Applied job
Contract job
90-day-old-job
part-time-job
Recruiter job
Employer job
Expanded search
Apply online not available
View more jobs in Blue Bell, PA
View more jobs in Pennsylvania

Job Details

IT Customer Support Associate Blue BellPA

Location
Blue Bell, PA

Apply for this job






8 hit(s)  

Profile

Job Description
Pharmaceutical Research Associates, Inc.
US-PA-Blue Bell

Overview
The Customer Support Associate is responsible for performing Tier 1 support duties. These include providing administrative support to users accessing PRA technological systems. The users supported include sponsors, investigators, site staff, monitors and vendors, in addition to internal PRA staff. Areas of support include: Microsoft Office 365, 2016, remote user support, web based applications, VPN, Wireless connectivity, COTS software support and legacy application support.The Customer Support team manages system training administration and access requirements and provides 24 x 7, 365 days a year coverage for PRA system user service requests.

Due to the 24 x 7 global Help Desk coverage schedule, there will be a requirement to work outside normal office hours on occasions. These hours are to be shared as equally as possible between team members in order to reduce the impact on individual employees.
Experience doing remote phone support

Responsibilities
Provide effective, professional support to internal and external customers. Demonstrate high levels of customer service when managing all service requests in order to meet customer expectations. This will involve using written and verbal communications in the local language of the customer wherever possible.
Ensure compliance with all internal department targets. These are related to the efficient handling of service requests and the management of system user training and access, within the desired timeframes
Accurately record all customer service requests and actions in the appropriate system.
Accurately record all user training and access process activities in the appropriate system.
Create and modify user details in the appropriate system.
Effectively track and manage user training waivers.
Manage the set-up of external user training accounts.
Track external user system training completion.
Manage system account creation requirements.
Provide navigational support to system users.
Identify, investigate and resolve user issues using the appropriate tools and channels of escalation, including the Help Desk Technical Support team.
Perform password management activities on a variety of PRA systems.
Create users and provide study access on a variety of PRA systems.
Remove user access to a study on a variety of PRA systems.
Terminate a user account on appropriate PRA systems.
Support database freeze and lock processes in appropriate PRA systems.
Support Site Recruitment process by reviewing Questionnaires for account and contact information, while assessing 'EDC Section' responses and escalating to Technical Support as appropriate. Document technical recommendations and communicate to appropriate PRA study team members.18. Perform QC steps in order to ensure the accuracy of system access and permissions granted.
Perform QC steps in order to ensure the accuracy of system access and permissions granted.
Qualifications
A High School Diploma or equivalent is required. Bachelors degree or equivalent is preferred
2-4 years experience help desk support role preferred
Experience conducting remote ****
About Pharmaceutical Research Associates, Inc.
Company Profile

Company info

Sign Up Now - DiversityCrossing.com

Similar Jobs:
EAP ON-SITE CLINICIAN
Location : Philadelphia, PA
Job Description Location PA: Philadelphia Job Family Clinical, Licensed Job Brief The On-Site EAP Counselor either provides assessment and brief counseling or assists members in accessing their mental health benefit when app...
Clinical Supply Associate - Packaging
Location : Horsham, PA
Job Description Pharmaceutical Research Associates, Inc. US-PA Overview Do you want to be responsible for packaging and labeling duties per standard operating procedures within Clinical Supplies Who are we? We Are PRA. ...
CDL Furniture Driver
Location : Oaks, PA
Job Description W.B. Mason Company, Inc. Equal Opportunity Employer W.B. Mason Company, Inc. is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion,...
What I liked about the service is that it had such a comprehensive collection of jobs! I was using a number of sites previously and this took up so much time, but in joining EmploymentCrossing, I was able to stop going from site to site and was able to find everything I needed on EmploymentCrossing.
John Elstner - Baltimore, MD
  • All we do is research jobs.
  • Our team of researchers, programmers, and analysts find you jobs from over 1,000 career pages and other sources
  • Our members get more interviews and jobs than people who use "public job boards"
Shoot for the moon. Even if you miss it, you will land among the stars.
DiversityCrossing - #1 Job Aggregation and Private Job-Opening Research Service — The Most Quality Jobs Anywhere
DiversityCrossing is the first job consolidation service in the employment industry to seek to include every job that exists in the world.
Copyright © 2018 DiversityCrossing - All rights reserved. 21