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ICON plc is a world-leading healthcare intelligence and clinical research organization. From molecule to medicine, we advance clinical research providing outsourced services to pharmaceutical, biotechnology, medical device and government and public health organizations.

With our patients at the center of all that we do, we help to accelerate the development of drugs and devices that save lives and improve quality of life.

Our people are our greatest strength, are at the core of our culture, and the driving force behind our success. ICON people have a mission to succeed and a passion that ensures what we do, we do well.

Summary

Provides front line support to ICON Firecrest customers by providing product and service information, resolving product and service problems.

Provide support in creating accounts in FIRECREST post go live of sponsor specific studies, management accounts, maintenance and updates, trouble shoot and complete level one triage for technical queries.

Job responsibilities:

• Answer customer calls and emails promptly, professionally, efficiently and accurately – drive positive customer interactions & outcomes

• Accurately input data to the business management systems

• Ensure maintenance and filing of records and administration pertaining to customer related documentation

• Record and complete paperwork, such as customer complaints as per procedure

• Produce Ad Hoc Reports where required for both internal and external use

• Complete support to the Account Executive and Project Management teams as required

• Prioritize incoming work to the Customer Service department, escalate urgent issues to the Customer Service Manager in a timely fashion

• Provide administrative support to the management team and other departments where required

• Complete all other duties and projects that may arise from time to time as requested

• Train additional Customer Service support staff as required

• Review established procedures and provide feedback for potential process improvement where required

• Manage Case Tickets in Salesforce and support Call Center activities

• Working Fri - Sun 3:00PM - 3:00AM PHT (paid as overtime); fully homebased/remote

Experience/Skills required:

• Excellent administration skills

• Excellent communication skills

• Excellent working knowledge of MS Office (Word, Excel, Power Point)

• Ability to deal effectively in all business relationships while projecting a positive image of the company

• Ability to maintain confidentiality

• Ability to prioritise and manage multiple tasks simultaneously while meeting multiple deadlines

• Strong organizational skills

• Ability to work under pressure, and within deadlines that may require extended working hours

• Capable of working independently yet as part of a team

• Approachable personality with professional customer/service focus

• Strong interpersonal skills

• Solution orientated

• Displays a strong desire to be accountable and responsible within the role, both individually and as part of the team

Education requirements:

• Relevant Customer Service experience, previous experience in call management is desirable

• Experience in Technical Customer Service is highly desirable

• Experience with customer related software packages desirable

• Completion of further customer service related qualifications/courses viewed favourable

Our success depends on the knowledge, capabilities and quality of our people. That’s why we are committed to developing our employees in a continuous learning culture – one where we challenge you with engaging work and where every experience adds to your professional development.

At ICON, our focus is to provide you with a comprehensive and competitive total reward package that comprises, not only an excellent level of base pay, but also a wide range of variable pay and recognition programs. In addition, our best in class employee benefits, supportive policies and wellbeing initiatives are tailored to support you and your family at all stages of your career - both now, and into the future.

ICON, including subsidiaries, is an equal opportunity and inclusive employer and is committed to providing a workplace free of discrimination and harassment. All qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please let us know through the form below.