Customer Support Specialist
Bethesda, MD
The Customer Support Specialist has responsibility for handling customer support queries received via fax/email/phone, programming and testing ECG and Holter equipment and shipping this equipment globally. Additional responsibilities include, processing equipment returns, and repairs as well as updating daily schedules and logs. The Customer Support Specialist interacts with Project Management and Information Technology groups as well as study site personnel.
Requirements/Qualifications:
- Helpdesk – this will be all site related issues and internal issues relating to study set up (no computer issues)
- Configuration of equipment
- Shipping & Receiving
- Daily management of departmental paperwork and filing
Role Specific Duties:
- Provide front-line support to worldwide internal and external customers via phone, fax and e-mail, including after-hours helpdesk coverage when necessary
- Work closely with on-site Project Managers as part of the Customer Support team
- Troubleshoot reported problems at Cardiocore, provide workarounds and recommendations and log the incident in the tracking software
- Responsible for following the procedures described in the Standard Operating Procedures for role specific tasks
- Assistance with set up and configuration of study sites in Escribe
- Shipping and receiving of ECG equipment, including QC checks on both incoming and outgoing shipments and updating all logs relevant to the shipments
- Perform other tasks as assigned by department manager and/or Sr. Customer Support Specialist
Qualifications & Experience::
- Minimum two years of Customer Support experience
- Pharmaceutical and Clinical trials experience a plus
Education:
- Associates degree or equivalent work experience
(EOE)