Customer Support Administrator

US-MD-Rockville
6 days ago
Job ID
2017-2793
# Positions
1

Overview

Position Summary

Customer Support Administrator

Rockville, MD 

5:00AM - 2:00PM

 

Monday - Friday 

 

The Customer Support Database Administrator assumes responsibility for processing all requests relating to study and site setup, internal user setup, and external user access. Additional responsibilities include updating the daily logs pertaining to the access requests, providing status updates to departmental manager during weekly meetings, and providing additional assistance in addressing inquiries via the Customer Support line.  The Customer Support Database Administrator interacts with Project Operations staff and the Clinical Research Systems group as well as study site personnel.

Responsibilities

  • Providing customer support to global internal and external customers via multiple communication forums including after-hours Helpdesk coverage when necessary
  • Configuring studies and associated sites along with external and internal users
  • Collaborating with internal departments to provide a high level of customer service
  • Troubleshooting problems with external portal access, and providing timely responses to site external customers
  • Maintaining all tracking logs relevant to systems and user access requests in a timely and professional manner
  • Performing other tasks as assigned by department director and/or Senior Customer Support Specialist
  • Adhering to the procedures described in the Quality System Procedures related to role specific tasks

Qualifications

Education:  

  • Associates degree or equivalent work experience

 

Experience:

  • Minimum two years of Customer Service experience
  • Microsoft Office (Outlook)
  • Experience in cross functional and multi departmental collaboration

 

Skills:

  • Excellent organizational skills
  • Excellent verbal and written communication skills
  • Ability to multi-task, respond to challenges with creativity and flexibility, and work well within a team environment

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