Client Support Specialist

By joining IDDI, you will have a key role in delivering professional and high-quality first line support to our internal stakeholders and external clients. 

Collaborating with a team of highly skilled international specialists in Client support for RTSM (Randomization & Trial Supply Management) and EDC (Electronic Data Capture) activities, you will contribute to the excellent level of service we provide to our clients through the full scope of a study. 

The Client Support Specialist will work from 7.00am to 3.30pm on a regular basis.

 

Your role:

Reporting to the Team Leader, Global Client Support, you will be responsible for:

  • Providing professional assistance to clients by answering incoming inquiries in the most appropriate way (email, phone calls) in a qualitative and timely manner
  • Assessing, solving, and escalating technical problems when needed in the use of IDDI’s products and services
  • Managing access to the IDDI systems used by all stakeholders and ensure that the right access is given to each user
  • Informing the client about any problems that may occur during the study, as well as getting approval from the client when corrective actions are required
  • Taking part (rotation) in the First Line Support group covering phone calls 24/7 on weekends and bank holidays
  • Performing testing for all IDDI’s systems following the test scripts

Your profile:

  • Degree in Health-related field or Computer Science
  • 1-5 years of previous experience in client/customer support for systems or software preferred
  • Experience in Clinical Trials or medical related activities preferred
  • Excellent communication and interpersonal skills with a strong customer-focus mindset
  • Must be able to operate independently with minimal supervision and work well under pressure
  • Well organized with the ability to manage several tasks simultaneously and solve customers’ concerns in time
  • Able to analyze and solve technical issues with attention to details
  • Fluent in English, both written and oral
  • Must be flexible on working hours: This position involves working hours from 7.00am to 3.30pm Monday to Friday and requires occasional on-call duty on weekends

Our offer:

You will join an international and multi-cultural company that includes over 25 different nationalities (English is the working language) and where employees are the strongest asset.

At IDDI, we offer job stability and growth opportunities through on‑the-job training and mentoring programs. Working at IDDI will bring you an expertise that is widely recognized in our industry.

Our customers value our flexibility, responsiveness, and proactive approach.

A unique opportunity to work in a friendly, team-oriented, and stimulating environment. We regularly enjoy company-wide events, such as BBQs, family-day outings, sports, and charity fundraisers – giving the chance to share time together.

We offer a competitive salary and benefits package, including meal vouchers, full reimbursement for public transport, hospital insurance, etc. as well as flexibility for a better work-life balance (flexible working hours with home-working opportunities, part-time schedules).

Interested in this challenging position?

Please send your CV and cover letter highlighting your motivation and relevant professional experience for the position by e‑mail at careersbelgium@iddi.com (to the attention of Andrea Golder).