Technical Support Representative
Quintiles Transnational - Cambridge, MA

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Outcome, the real-world and late phase research company of Quintiles, is the global market leader in patient registries, peri and post-approval studies, data, and integrated technologies for evaluating real-world outcomes. We provide services and technologies focused on evaluating the safety, effectiveness, value, and quality of healthcare products, therapies, and services. Our teams have designed and implemented an industry-leading number of real-world studies including many of the largest and most well-recognized programs for disease outcomes, safety, and risk management.


Provide technical support for the Outcome software application. This includes all aspects of site management - training, ongoing support, and monitoring of customer satisfaction. Performing comprehensive, articulate trainings and resolving customer support issues are two key components of the position.

Primary Responsibilities:
Conduct initial and ongoing site, sponsor, and project staff training as necessary via teleconference

Serve as primary contact for all site interactions and as liaison between users and Project Managers, escalating issues as appropriate

Solicit, track, analyze, prioritize, escalate (as needed) and resolve user feedback, complaints, and issues

Assist the client/users in problem solving and provide consultation on study related activities

Serve as a technical support for sites, Project Managers, Data Managers, contract Clinical Research Associates/Monitors, and other Quintiles Outcome staff for project-related inquiries and issues

Develop customer-facing documentation for the software application on an as-needed basis

Perform project related administrative tasks as needed Requirements:

Bachelor's degree, preferably in a Computer Science , Engineering or other related field

Ability to learn quickly, multi-task and prioritize

Must be detail oriented, enthusiastic, self-motivated, eager, and have a strong customer service orientation

Excellent communication and interpersonal skills

Highly organized and self motivated with the ability to work independentlyMS Office and Internet Explorer

About this company
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Quintiles Transnational has plenty to CRO about. One of the world's top contract research organizations (CROs), it...