Help Desk Coordinator I

This is a fully remote position, open to applicants in United States.

📋 Description

• Collaborates with management and the Team Lead to enhance processes and contribute to departmental and company strategies.

• Serves as a main point of contact for IRB customers, delivering outstanding customer service.

• Assists both internal and external clients with a diverse range of tasks.

• Ensures accuracy, meticulousness, and prompt responses to customer inquiries.

• Records and monitors client experience data within the system.

• Escalates client issues and works with internal teams to find resolutions.

• Provides client feedback through the appropriate channels.

• Engages in discussions on process improvements and participates in assigned projects.

• Acts as the primary liaison for Advarra teams and CIRBI support.

• Conducts CIRBI demonstrations while offering ongoing client support and training.

• Functions as a subject matter expert on IRB processes and requirements.

• Completes assigned tasks efficiently.

⛳️ Requirements

• Bachelor’s degree in business, communication, or a science-related field, or a High School Diploma with two (2) years of industry experience.

• A minimum of two (2) years of experience in an IRB, health-related field, or clinical research.

• Ability to assess situations, exercise sound judgment and discretion, and make significant decisions with support from the Team Lead and/or Manager.

• Knowledge of FDA and OHRP regulations and guidelines, as well as ICH guidance concerning informed consent and institutional review boards.

• Intermediate computer proficiency, including MS Office applications and CRM software.

• Capability to sit or stand for extended periods at a stationary workstation.

• Regularly lift, carry, and lower objects weighing up to 10 lbs.

• Ability to learn and understand basic instructions.

• Strong focus and attention to tasks and responsibilities.

• Effective verbal communication skills including listening, understanding, responding, and speaking.

🏝️ Benefits

• Variable bonus eligibility.

• Health coverage.

• Paid holidays.