Customer Assistance Spec (Hybrid & Night Shift)

JOB DESCRIPTION

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

As part of our PPD clinical research team, you’ll have the opportunity to support groundbreaking studies that make a real difference in patients’ lives.

Position Summary
As a Customer Assistance Specialist, you will provides high quality customer service to client customers including consumers, health care professionals (HCPs), and client personnel. Documents interactions according to PPD and client guidelines. Identifies adverse events (AEs) and product complaints (PCs). Processes fulfillment (e.g., mail, fax, e-mail) and performs administrative responsibilities as needed.

What You'll Do:
•Provide high quality customer service to client customers including consumers, HCPs, and client personnel.
•Document interactions according to PPD and client guidelines. Identifies AEs events and PCs.
•Maintain knowledge of policies and procedures including client products, SOPs, protocols, GCPs, and all applicable regulatory requirements.
•Process medical information request (e.g., fulfillment) via e-mail; fax and regular mail.
•Perform line checks and system verifications, and generate reports.
•Perform other duties as assigned.

Required Education and Experience:

• Previous technical support experience required
• Previous technical ticket triage support experience highly preferred
• High School diploma / Secondary school diploma or equivalent and relevant formal academic / vocational qualification
• Previous experience that provides the knowledge, skills, and abilities to perform the job (comparable to at least 2 years) or equivalent combination of education, training, & experience
• In some cases, a second language may be required

In some cases an equivalency, consisting of a combination of appropriate education, training and/or directly related experience, will be considered sufficient for an individual to meet the requirements of the role.

Working Environment:
Thermo Fisher Scientific values the health and wellbeing of our employees. We support and encourage individuals to create a healthy and balanced environment where they can thrive. Below is listed the working environment/requirements for this role:

•Work is performed in an office environment with exposure to electrical office equipment
•Constant interaction with clients/associates required
•Constant attention to detail-visual, mental
•Constant multi-tasking
•Daily exposure to high pressure, intense concentration needed
•Rotating shifts may be required
•Occasional driving to site locations with occasional travel
•Frequently stationary for 4-6 hours per day
•Repetitive hand movement of both hands with the ability to make fast, simple, repeated movements of the fingers, hands, and wrists
•Occasional mobility required
•Occasional crouching, stooping, bending and twisting of upper body and neck.
•Light to moderate lifting and carrying (or otherwise moves) objects including luggage and laptop computer with a maximum lift of 15-20 lbs. or 6-9 kgs.
•Ability to access and use a variety of computer software developed both in-house and off-the-shelf
•Ability to communicate information and ideas so others will understand; with the ability to listen to and understand information and ideas presented through spoken words and sentences
•May interact with others, relating and gathering sensitive information. Interaction includes diverse groups
• Works with guidance or reliance on oral or written instructions from management. May require periods of intense concentration
• Performs a wide range of variable tasks as dictated by variable demands and changing conditions with little predictability as to the occurrence
• Regular and consistent attendance