The Client Services Rep 1 is responsible to support CSPMs on technical IRT tasks and there by significantly improve the efficiency, quality and turnaround time.

This includes resolving 2nd level issues and escalating issues that are beyond the 2nd level.

Responsibilities

• Provide issue management investigation support
• Support PM in client interactions, where required, providing technical input for issue resolution
• Support PMs with High Complexity Data reconciliation
• Coordinates data extractions from systems which requires technical understanding and / or high-risk / sensitive areas
• Knowledge Base Maintenance
• Contribute to Streamlining and industrialization of process’s within the PM Group and feedback to PM Group management as needed
• Coaching, training, and mentoring of Project Associates or new Senior Client Services Representative as needed, including ticket and data change request reviews
• Receipt of Tier 2 Helpdesk requests from investigator sites, recording of the issues and resolution of the issue through use of the Admin console
• Resolving 1st level calls for all global locations during high volume situations or system outages
• Escalating requests appropriately per SOP when required
• Monitoring the CIRT Admin Console for error messages generated by transaction processes
• Assessment of the error messages and transaction failures to decide what action needs to be taken
• Calling investigator sites and monitors to resolve issues resulting from transaction
• Failures or resulting from Tier 2 Help Desk calls
• Implementation of new working practises within the team
• First line escalation from Tier 1 for issues that need to be escalated to Technical Operations, Application Support, IT, R&D, BO, CIRT2 team, or cirt system issues
• Complete metrics reports and review with Supervisor / Team Members
• Monitors phone system, chat feature, and email system daily to ensure proper coverage

Skills & Competencies

• Is responsive to internal and external customer needs and maintains a good level of customer service
• Ensures that all work meets quality standards and supports others to achieve good quality
• Above average time management sills to ensure all personal and team deadlines are met. Recognizes and escalates risks appropriately
• Proactively looks to learn and develop knowledge
• Accepts feedback constructively and strives to learn and develop from feedback received
• Keeps up to date with new developments to ensure knowledge of the industry / area of expertise is up to date
• Prioritizes tasks appropriately and requests assistance as appropriate
• Demonstrates effective teamwork, working with and supporting colleagues
• Handles difficult situations tactfully without losing control; stops to think before reacting
• Ability to handle escalated calls with professionalism and empathy, while remaining in control of personal emotions
• Proactively confronts and resolves problems and conflicts without damaging relationships
• Is approachable; takes time to assist team members and understand their views and concerns
• Demonstrates commitment and enthusiasm to Cenduit and the aims of the company
• Encourages and supports others
• Demonstrates appropriate levels of accountability
• Proficient computer skills
• Ability to handle and resolve escalated communications
• Ability to break-down and disseminate information as it pertains to complex Help Desk processes and procedures
• Proficient in English language, for utilization of multicultural communications, by using proper grammar and speech
• Ability to properly assess others’ knowledge and abilities, and tailor training approach, as necessary and appropriate
• Highly developed interpersonal skills
• Solid problem solving analytical skills
• Strong sense of urgency
• Ability to lead in absence of management, take on a leadership role and tasks when necessary

Technical acumen

• IRT experience desirable
• Experience with eClinical systems
• Proficient in SQL and understanding of RDBMS

Education & Experience

• Bachelor's degree or equivalent training and experience
• 1-3 years IRT or Clinical Data management experience
• Experience working in a customer service environment preferred

Additional Info

• This role will require extensive use of the keyboard and therefore repetitive motion of the fingers and will involve sitting for extended periods of time
• The work schedule is shift specific as coverage for 24 / 7, 7 days a week HD schedule dictates
• Rotating weekends or required weekend work as dictated by shift schedule
• Flexibility for shift changes when required

IQVIA is a leading global provider of advanced analytics, technology solutions and clinical research services to the life sciences industry.

We believe in pushing the boundaries of human science and data science to make the biggest impact possible to help our customers create a healthier world. Learn more at

We are committed to providing equal employment opportunities for all, including veterans and candidates with disabilities.

IQVIA’s ability to operate and provide certain services to customers and partners necessitates IQVIA and its employees meet specific requirements regarding COVID-19 vaccination status.

The potential base pay range for this role, when annualized, is $46,800.00 - $78,000.00. The actual base pay offered may vary based on a number of factors including job-related qualifications such as knowledge, skills, education, and experience;

location; and / or schedule (full or part-time). Dependent on the position offered, incentive plans, bonuses, and / or other forms of compensation may be offered, in addition to a range of health and welfare and / or other benefits.

Last updated : 2024-05-10