About this role
Company Information
At Advarra, we are passionate about making a difference in the world of clinical research and advancing human health. With a rich history rooted in ethical review services combined with innovative technology solutions and deep industry expertise, we are at the forefront of industry change. A market leader and pioneer, Advarra breaks the silos that impede clinical research, aligning patients, sites, sponsors, and CROs in a connected ecosystem to accelerate trials.
Job Duties & Responsibilities
Zendesk Management- Tickets, Reports and Dashboards:
- Maintain expert level understanding of Zendesk products including Support, Explore, Guide and other marketplace apps to support business needs.
- Document the processes, create data flow diagrams, and process flow diagrams to facilitate better system understanding.
- Implement and support new system roll outs, as well as all required maintenance and upgrades in addition to recommendations for process improvements.
- Responsible for the overall data quality in Zendesk.
- Assist in training new and current users on both Zendesk usage, reports, and workflows.
- Take ownership of issues and requests received through the BOS (Business Operations Support) team.
- Triage, prioritize, and assign tasks to ensure timely resolution.
- Regularly review and refine reporting structures in the BOS team to support team members’ movement within the teams for optimal efficiency.
Customer Requests Management:
- Timely generation of tickets received from customer emails. Ensure tickets are created and prioritized on the same day as the request.
- Redact customer-specific documents shared via Zendesk.
- Proactively collaborate with managers to ensure compliance with secure file sharing protocols.
- Onboarding new services customers and creating requisite triggers, workflows as per the customer requirement and team’s direction.
Reports and Dashboards:
- Proficiently crafts and manages Zendesk reports and dashboards tailored to meet specific business requirements.
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