Skill: documentation , Support Specialist , maintenance , resolving project queries; Exp: 2-7 years; -The role is focused on providing live, IVR (Interactive Voice Response) and IWR (Interactive Web Response) study support to internal and external customers. – Ensure all helpdesk issues receive appropriate action and/or resolution within given service level agreements for given client – Ensure work is scheduled and completed within clear and robust processes – Manage issues through the helpdesk process and works effectively to group targets. – Take full ownership of issues, troubleshoots, investigates and ensures that they are followed through from start to finish and that all parties involved are informed of status updates *Key Accountabilities* Be responsible for ensuring at all times that customers and users receive the best possible attention and assistance in resolving project queries, information requests and user interaction problems. Ensure work is scheduled and completed within clear and robust processes meeting regulatory standards. Deliver a positive, memorable and meaningful service which exceeds the expectations of both the internal and external customer Responsibility for ensuring all queries receive appropriate action and/or resolution within given service level agreements Act as to mentor peers when required directing and guiding work to enable best service for customer Be responsible for creation and maintenance of support documentation to enable effective urgent issue resolution, and mitigate risk of error through lack of familiarity with projects Participate in performance development and client meetings to represent the department as may be required. *Skills* Understands the need for data integrity and impacts of failure Possesses excellent written and verbal communication skills Possesses ability to pursue internal partnership relationships Possesses the ability to organize information, prioritize workload and tasks in a timely manner Possesses the ability to work in a team environment Possesses a good understanding of Microsoft Office packages, relational database experience desirable Motivated to work in a fast-paced environment Possesses the ability to be flexible and assist others when requested Possesses the ability to follow up on multiple tasks and projects QualificationsSkills Applies logic at all times. Possesses excellent written and verbal communication skills. Demonstrates a basic understanding of good study design. Understands and applies Good Clinical Practice and the implications of unblinding. In conjunction with other personnel, actively pursues internal partnership relationships. Possesses the ability to organize information, prioritize workload /tasks and execute in a timely manner. Possesses the ability to work in a team environment. Possesses a good understanding of Microsoft Office packages, relational database experience desirable. Motivated to work in a fast-paced environment. Possesses the ability to be flexible and assist others when requested. Possesses the ability to follow up on multiple tasks and projects. Education Graduation / Bachelors degree preferred from a recognized university / institution or relevant work experience. Language Skills Possess verbal and written proficiency skills in English.
Project Leader/ Project Manager
Function: IT Software : Software Products & Services