Global Trials Customer Support Specialist

4G Clinical LLC.; Dublin; On-site; EUR 28,000 - 42,000; Full time

Job summary

4G Clinical is seeking a Customer Support Associate to ensure customer needs are met with high satisfaction and to address issues promptly. The role emphasizes learning best practices for Customer Excellence and following established guidelines.

Ideal candidates have strong interpersonal skills, integrity, and attention to detail, with ability to work independently and in a virtual team. Familiarity with clinical trials is a plus.

Qualifications

• Experience as a services provider is required.
• Essential skills: customer service, troubleshooting and problem resolution.
• Excellent interpersonal skills, integrity, superb attention to detail, motivation to work/learn independently, ability to work well in a team.

Responsibilities

• Work with customers to ensure needs are met with high satisfaction and issues addressed promptly.
• Learn and apply best practices for Customer Excellence.
• Follow established procedures and provide suggestions to drive process improvements.
• Serve customers by answering inquiries, fulfilling requests, and maintaining the database.
• Handle calls from new and existing customers.
• Respond to customer needs promptly and take action to address issues.
• Troubleshoot issues by clarifying, researching, implementing solutions, and escalating unresolved problems.
• Document communication in the Event Tracking tool.
• Provide off hours coverage on a predetermined schedule.
• Provide weekend/holiday OT coverage as needed and/or scheduled.
• Work during outages (power, phone, internet).
• Perform other duties as identified by Lead/Sr. Associate.
• Participate in required training and development courses.
• Assist with system testing.

Skills

Customer service

Troubleshooting

Problem resolution

Interpersonal skills

Attention to detail

Teamwork

Communication

Education

Leaving Certificate or equivalent

2-4 years of customer service experience

Healthcare/IT degree or diploma (plus)

Tools

MAC/Windows applications

Job description

4G Clinical is seeking a Customer Support Associate to ensure customer needs are met with high satisfaction and to address issues promptly. The role emphasizes learning best practices for Customer Excellence and following established guidelines.

Ideal candidates have strong interpersonal skills, integrity, and attention to detail, with ability to work independently and in a virtual team. Familiarity with clinical trials is a plus.