Pharmaceutical Research Associates, Inc.
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
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.
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.