IRT Customer Solutions Specialist

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Almac Group is currently seeking a Customer Solutions Specialist for our Lansdale, PA location. The Customer Solutions Specialist will complete tasks in support of day-to-day maintenance for the Almac IXRS.
**This position has the hours of Monday to Friday 12:00pm (Noon) - 8:00pm and rotational weekends**
Responsibilities include but are not limited to:
  • Execute the day-to-day maintenance of Almac IXRS projects. The IRT CSS also supports Clinical Project Services, performing other IXRS related duties
  • Interact directly with end users and client contacts to resolve queries and requests related to IXRS support and maintenance
  • Perform defined quality checks on maintenance tasks 
  • Provide high-excellence of immediate customer care, supporting clinical study sites participating in clinical trials utilizing IXRS technology for centralized subject enrollment, randomization and drug inventory management. 
  • Receive and triage incoming queries via live chat, phone, or email, and either resolve as first point of contact, or escalate to other Clinical Services personnel appropriately.
  • Complete Tier 1 level tasks in the project specific IRT databases and supporting processes.
  • Provide IVRS site user training to clinical study site staff
  • Enter data and maintain clinical study site information in the project specific IXRS databases
  • Document technical support in accordance with ALMAC standards
  • Participate in user testing
  • Perform data verification as needed
  • Assist in performing routine IXRS availability testing
  • Demonstrate knowledge of assigned study protocols and IXRS specifications
  • Report all study specific, site, inventory and sponsor related problems or issues to project team manager promptly and accurately
  • Notify appropriate internal employees of IXRS availability issues
Required Experience / Education:
  • High School Diploma or GED
  • 6 mos-1 year in a customer service position
Preferred Experience / Education:
  • Bachelor’s Degree in life sciences or a related field
  • 1-3 years in a customer service position
  • Previous call center experience
What can Almac Group offer you?
  • Medical, Vision & Dental benefits from the 1st of the month following start date
  • 20 days PTO per year, accrued monthly following start date
  • 12 holidays per year
  • Company paid Long and Short-term disability along with Life Insurance
  • 401k company contribution
  • Hybrid work available for applicable roles
  • Professional development programs/ continuous learning opportunities
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Almac is an exceptional, award winning, drug development solutions provider at the forefront of the pharmaceutical industry.  We are a privately owned organization that has organically grown over 50 years now employing 6,000 highly skilled personnel worldwide. Our US Headquarters is located at Souderton, PA with additional operations scattered around the US and Europe. ‘Partnering to Advance Human Health’ is more than just a tagline – it is our way of life.
Embracing diversity is at the heart of enhancing Almac Group’s unique culture and reflects our fundamental belief that all people deserve equality, inclusivity and the opportunity for advancement. We are committed to cultivating a welcoming, supportive, and inclusive environment for all.  Together, we will build on the strength in our diversity and deliver exceptional solutions to advance human health globally.
RECRUITMENT AGENCIES PLEASE NOTE: Almac will only accept applications from agencies/business partners that have been invited to work on this role through our portal. Candidate Resumes/CV’s not submitted through our portal or directly to Hiring Managers will be considered unsolicited and no fee will be payable. Thank you for your cooperation.
Almac Group, Inc. is an Equal Opportunity Employer - Minorities/Women/Protected Veterans/Disabled - Proudly embracing diversity in all of its expressions.
Almac provides reasonable accommodations to people with disabilities who need assistance completing the application process.  Please email us at [email protected] to request assistance.