IRT Support Specialist
Are you a problem-solving enthusiast with a passion for providing top-notch technical support? Do you thrive in a dynamic environment where your skills can make a real impact? If so, apply!
Job Description
Keyrus Life Science is looking for a IRT Support Specialist to join our consulting team for a client project based in Canada.
- Respond to queries initiated via chat, chatbot, email, or phone calls as Tier 2 Help Desk support level and process the end-to-end resolution via the incident management system.
- Train other help desk support staff members (Tier 1 and/ Tier 2) on troubleshooting and diagnosing problems using IRT system
- Write, edit, and revise IRT help desk Knowledge Bases, Training eModules, Hands on exercise Maintenance and Help Desk training documents for all Tier Level Support (CSHD, IRT Help Desk Support and IT Support).
- Identify and escalate situations requiring Critical, Urgent, High, Medium or low attention following the Help Desk Support Escalation process.
- Follow up with IRT customers (End Users) to ensure full resolution of Inquiries/Issues.
- Run incident management system reports to analyze common complaints and/or Root causes and inform IRT management of recurring problems.
- Admin Support for studies’ / site’s maintenance activities post go-live in accordance with our Help Desk Support SOP and Knowledge Bases.
- Proactively advise on the study resupply strategy configuration to ensure IRT and shipping systems are used to optimum efficiency.
- Proactively communicate issues to the other members of the IRT team and Supply Chain Study Lead and/or Clinical Development personnel, where appropriate maintaining integrity of the Investigational Clinical Trials.
- Demonstrate knowledge of the functions of the IRT, Clinical Supplies, and understanding of the relationships to other departments such as Data management, Clinical Development and Biostatistics.
- Create ad-hoc reports, Study Specific User Manuals, and Knowledge bases request as needed.
- Provide information to investigate Near Misses & Stock-outs to implement process improvements.
- Participate in inspections and regulatory audits, when required.
- Perform study/site/subject data changes via the IRT in accordance to the Help Desk Standard Operating Procedures.
- Perform manual drug dispensation and verification activities on behalf of the Site staff user, when required, using the IRT system.
- Participate in an 24/7/365 IRT Help Desk Support on-call rotation schedule.
Profile:
- Degree or equivalent experience
- Minimum of 0.5 – 1 year related experience in incident management, IRT system, and/or clinical supplies
- Knowledge of computer systems
- Proven computing skills & experience with various software: Excel, Word, PowerPoint, Visio, MS Project, Incident Management systems, etc.
- Proven ability to work in a matrix team
- Detail-oriented and possess the ability to handle multiple tasks
- Experience in working with customer relations
- Exhibit excellent oral and written communication skills in English
- Good interpersonal skills
- Good planning and coordination skills
- Problem solving skills
What we offer
At Keyrus, thanks to the expertise of our people and external partners, each employee is welcomed with a varied integration program. You will join a dynamic and international environment with enthusiastic and professional colleagues.
We invest considerable time and resources in training our staff (technical and non-technical courses) to support you in your continuous personal and professional growth. On top of this, you will receive a complete salary package including attractive extra-legal benefits ( pension and health insurance, …) based on your background and experience.
Who we are
Keyrus Life Science is an international Consulting, Contract Research Organisation and Functional Services provider with a reputation for transparency and integrity, highly focused on being able to deliver with excellence. Our human approach to service provision is what differentiates us from our competitors. Combined with our high caliber staff, this approach has allowed us to become a key player in clinical research.
At Keyrus Life Science we’re proud of our commitment to deliver services of the highest quality, not only skillfully, efficiently and reliably, but also with sincerity and genuine care for our clients’ projects, priorities and reputation. Thus we maintain and advance our vision and our standards, all the while ensuring that we serve your interests better.
From early- to late-stage drug development, our range of services includes: Project Management, Clinical Operations, Pharmacovigilance, Quality Assurance (GxP), Regulatory Affairs Strategy & Support, Data Management, Medical Review & Coding, Biostatistics, Medical Writing & Medical Information, Real World evidence services.
- Locations
- Montréal, New York
- Remote status
- Fully Remote
Workplace & Culture
Are you curious about life at Keyrus Life Science?
Meet our employees and discover our culture!
We're excited to invite you on to our successful journey with a strong human culture, where you can grow, improve, and magnify your talent.
About Keyrus Life Science North America
You would like a deeper insight into our company's services and know-hows? Visit our corporate website! Interested in our job offering in NorAm ? Take a look at our dedicated website!
IRT Support Specialist
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