• Customer Care Help Desk (Service Desk) Representative (f/m/divers)

    Arbeitsort DE-BY-Estenfeld
    40 Std., 5 Tage / Woche
    Regular Full-Time
  • Übersicht

    eResearchTechnology (ERT) provides unparalleled service and reliable solutions with a common purpose - to ease the challenges of product safety and testing efforts while improving and saving lives. Our important work sets the industry standard. Our team provides proven scientific and regulatory leadership to biopharmaceutical and medical device companies around the world. Our global clients rely upon our expertise - across Cardiac Safety, Respiratory research, ePRO, and Consulting Solutions - to expedite their clinical research studies and empower them to make their expert decisions, more quickly and accurately, related to their product development and approval efforts.


    Our aim is to lead clinical studies to success and to make a contribution to public health. We identify and reward great talent. We're refreshingly friendly and our teamwork is unrivaled. Due to the fact that our company is constantly growing and we are promoting the career advancement of our employees we are always looking for new talents.


    Join us at our location in Estenfeld near Würzburg (Germany) for the challenge as a


    Customer Care Help Desk (Service Desk) Representative (f/m/divers)


    Our Customer Care Representatives at our Help Desk are the first point of contact for our customers and provide front-line support via phone, fax or email for all assigned product lines (which may include all or some of the following: Cardiac Safety, Respiratory and/or ePRO).  In addition, they may troubleshoot transmission or other equipment usage problems and handle re-supply and report requests in a timely and efficient manner.


    • Obtain demographic and visit information for all incoming calls for assigned product lines and resolve any outstanding issues within 24 hours of the receipt of the call.
    • Enter Data and maintain accurate and complete client, site and patient information in the database.
    • Assist client with any problems with equipment, hook-up, or transmission. Escalate unachievable issues to Supervisor/Manager/Project Manager.
    • Report specific clinical irregularities to the Supervisor/Manager/Project Manager.
    • Monitor fax failures and assure prompt delivery of information to the site.
    • Assist in the resolution of queries and report requests for related products processed in the used clinical application/program.
    • Report any malfunction of business related systems to Supervisor/Manager/IT.
    • Maintain production metrics as defined by Customer Care Management.
    • Receive phone calls, faxes, emails or other communications from clients requesting assistance. Evaluate the situation and provide rapid resolution to the issue.
    • Work closely with on-site and remote management by responding to and resolving customer inquiries and request for technical information.
    • Provide recommendations for service set-up, usage and troubleshooting.


    • Perform other job duties as trained and assigned.
    • Assume other job responsibilities as directed by the Supervisor or other Customer Care Management.


    • At least 6 months call center/help desk experience preferred. Two years of IT help desk or other IT support experience is a plus
    • Available to work all shifts.
    • Strong technical aptitude required.
    • Demonstrate superior Customer Service Skills; prior Help Desk experience strongly preferred.
    • Multi-lingual skills are strongly preferred. English is mandatory and other preferred languages are Japanese, Spanish and French.
    • Previous experience working with or knowledge of pharmaceutical, clinical or medical devices preferred.
    • Must be able to work independently and demonstrate initiative in resolve issues.
    • Exercise patience and display Customer Service skills in difficult situations and demonstrate the ability to diffuse potentially stressful situations for ERT clients.
    • Effective written and verbal communication skills; able to speak well and represent ERT in a professional manner.
    • Working knowledge of MS Office tools.

    Our Offer:


    ERT offers competitive wages and comprehensive benefits, including an attractive remuneration system with the potential for annual bonus based on personal and company goal achievement, as well as a pension plan.

    Our growth depends on your growth, which is why we provide regular product training sessions and support your professional development through a range of internal and external classes and certification programs.

    Working at ERT, you’re part of a global company with 2,500+ employees worldwide who enjoy work-life balance and working time accounts. Colleagues can also participate in an employee exchange program that allows them to work for one month at another ERT office.

    Our employees enjoy working in a modern facility that includes an onsite canteen offering freshly cooked local, healthy and vegetarian food options. And, commuting to ERT is easy: The office, located in Estenfeld, is well-connected to the transport network. Parking is available for those traveling by car, and if you take bus transportation, we provide a free ticket for the WVV (Würzburger Versorungs- und Verkehrs GmbH).


    We look forward to receiving your application. Please indicate your salary expectations and your availability and send your application by using our ERT career page. 


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    eResearchTechnology GmbH

    Sieboldstr. 3, 97230 Estenfeld


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