Customer Care Help Desk (Service Desk) Representative (f/m/d) | IT Customer Support English (m/w/d)

Arbeitsort DE-BY-Estenfeld
full time in rotating shifts (premium pay available)
Regular Full-Time


Are you a tinkerer? Do you like figuring out how things work and talking with others to share your knowledge? Do you like to work in an international team?


eResearchTechnology (ERT) partners with the pharmaceutical industry to gather and scrub clinical trial data, leading to quicker, more reliable trial outcomes. Our contribution to improving patients' lives motivates us every day!


Join us in Estenfeld (near Würzburg, Germany) as a Customer Care Representative (f/m/d) to provide world class customer service over the phone in support of clinical trials deployed at hundreds of clinical sites worldwide.


In this role, you will:

  • Receive phone calls or other communications from clients requesting assistance. Evaluate the situation and provide accurate resolution to the issue.
  • Document every customer interaction in a detailed and structured manner
  • Maintain and update our internal knowledge base and other sources
  • Handle re-supply and report requests in a timely and efficient manner
  • Assist clients with any technical problems with our equipment
  • Troubleshoot transmission or other equipment usage problems
  • Provide recommendations for service set-up, usage and troubleshooting


The ideal candidate will offer:

  • IT support experience (or strong technical aptitude)
  • Availability to work full time and shifts (rotations to occur every four weeks and are expected to include morning, evening, weekends, and/or holidays as assigned, premium pay will be provided to accommodate the rotating shift)
  • Must have excellent written and spoken English language skills. Multilingual skills are a plus (especially Japanese, Spanish, Chinese and French)
  • Good capacity for teamwork
  • Ability to work independently and demonstrate initiative in resolving issues
  • Patience and Customer Service skills in difficult situations and the ability to defuse 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

What can you expect from us?

  • Competitive Salary plus Annual bonus target (Based on EBITDA and personal performance)
  • Company pension scheme
  • Support your professional development through internal and external training and certification programs
  • Working time accounts to support the work-life balance
  • Modern office building with an on-site canteen offering freshly cooked local dishes (with vegetarian option)
  • The office in Estenfeld is well connected to the transport network. Free onsite parking is available, and for public transport users, ERT pays the costs of a ticket for the WVV (Würzburger Versorgungs- und Verkehrs GmbH)
  • Employee Exchange Programs, as great opportunities to learn more of what others do:
    • Global employee exchange program, meaning you can apply to work in any of our global locations for 4 weeks
    • Local 8 hour exchange program where you can work in another department for 8 hours
  • We have both social and wellness committees, so we enjoy celebrations and free fruit
  • Global Hackathon Events 

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


Interested in working for ERT but this isn't quite the right job for you? Please see our website for our other current openings.


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eResearchTechnology GmbH

Sieboldstr. 3, 97230 Estenfeld




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