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Clinical System Support Specialist

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A day in the Life:

  • Acts as the primary support for end users of clinical trial systems, responding to calls, email, chat, and/or self-service requests; logging support calls/resolutions; resolving incidents and providing required assistance to customers. Performs regular follow-up on incidents to ensure all issues are resolved fully and in a timely manner.
  • Handles all aspects of access management, including but not limited to provisioning, updating and revoking access and following established guidelines and processes. Assesses and troubleshoots access management requests or problems.
  • Manages escalations from onset to closure to ensure issues are addressed across Different functional areas or cross-departmental lines.
  • Occasionally carries on call phone/pager for after-hours support. Responds to after-hours inquiries within defined service level definitions.
  • Understands and follows project specific guidelines, training materials, client documentation, department's WPDs, SOPs and guidelines and contributes to Their development as needed. Maintains strong knowledge of Good Clinical Practices (GCP), Good Documentation Practices (GDP) and regulatory agencies requirements.
  • Identifies, researches, and resolves technical problems.
  • Responds to and diagnoses problems through discussion with clients.

Keys to Success:

Education

  • Bachelor's degree or equivalent and relevant formal academic / vocational qualification.

Experience

  • Experience (comparable to 2+ years) in IT operations, helpdesk / call center or access management environment.

Knowledge, Skills, Abilities

  • Proficiency of primary software used by the company.
  • Working knowledge of Helpdesk Call Tracking software and ACD systems.
  • Strong attention to detail.
  • Ability to follow processes without deviation.
  • Ability to multi-task and apply organizational skills.
  • Excellent problem-solving skills.
  • Strong written and verbal communications skills.
  • Positive attitude and enthusiasm towards work.
  • Excellent customer service skills.
  • Ability to multi-task and excellent organizational skills with strong attention to detail.
  • Ability to work independently and keep up with rapid changes in priorities.
  • Proven ability to learn new software and systems as well as new terminology and processes.
  • Ability to work as a member of a team and promote teamwork in a multi-disciplinary team setting.
  • Extensive language skills, including strong English language both written and verbal.
  • Ability to exercise independent judgment and decision making.
Set alert for similar jobsClinical System Support Specialist role in Bengaluru, India or Adams, Philippines
Thermo Fisher Scientific Logo

Company

Thermo Fisher Scientific

Job Posted

a year ago

Job Type

Full-time

WorkMode

Remote

Experience Level

3-7 Years

Category

IT Services and IT Consulting

Locations

Bengaluru, Karnataka, India

Adams, Abra, Philippines

Qualification

Bachelor

Applicants

Be an early applicant

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