Help Desk Coordinator I

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

📋 Description

• Act as a resource for IRB inquiries from both internal and external clients.

• Support Advarra's best practices, facilitate client onboarding, provide training, and address daily questions and concerns.

• Offer direct assistance to clients and take part in or oversee projects.

• Elevate and engage in initiatives aimed at process improvement.

• Maintain effective communications that foster client loyalty and improve retention.

• Evaluate issues and ensure timely and appropriate resolutions.

• Collaborate with management and the Team Lead to enhance processes and implement departmental and company strategies.

• Serve as a primary point of contact for IRB clients, delivering outstanding customer service.

• Assist internal and external clients with a variety of tasks.

• Work with internal teams to guarantee client satisfaction.

• Respond quickly to customer inquiries.

• Record and monitor client experience data within the system.

• Forward client concerns to the appropriate Team Lead and/or Manager.

• Resolve client issues and concerns in collaboration with internal teams.

• Provide feedback from clients through designated channels.

• Engage in discussions regarding process improvements.

• Act as the primary contact for Advarra teams and CIRBI support.

• Conduct or participate in CIRBI demonstrations, providing ongoing client support and training.

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

• Take part in assigned projects and fulfill designated tasks.

⛳️ Requirements

• Bachelor’s degree in business, communication, or a science-related discipline, or a high school diploma with two years of industry experience.

• A minimum of two years of experience in an IRB, health-related sector, or clinical research.

• Comfortable assessing situations, exercising sound judgment and discretion, and making significant decisions with guidance from the Team Lead and/or Manager.

• Knowledge of FDA and OHRP regulations and guidance.

• Familiarity with ICH guidance related to informed consent and institutional review boards.

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

• Capacity to learn and understand basic instructions.

• Ability to concentrate on tasks and responsibilities effectively.

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

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

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

🏝️ Benefits

• Variable bonus eligibility.

• Health coverage.

• Paid holidays.

• Additional benefits.