**Summarized Purpose**:Provides technical and medical information, and/or performs intake of adverse events/ product complaints with quality customer servce. Analyzes and researches inquiries and documents interactions according to organizational, client and regulatory guidelines. The information provided will be given to a level in parallel with the individual's expertise, experience and training.**Essential Functions and Other Job Information**:- Responds accurately and professionally to technical and medical information- Analyzes caller's questions to formulate an accurate and concise responseusing client-approved resources and records inquiries and interactions in theappropriate databases following organizational, client and regulatoryguidelines.- Identifies, records and triages adverse events and product complaintsaccording to organizational, client and regulatory guidelines and providesadditional support (including follow up) as needed.- Maintains knowledge of project and corporate policies and proceduresincluding client products, SOPs, protocols, GCPs, and all applicable regulatoryrequirements.- Works with internal and external client contacts to resolve inquiries. Asneeded, researches medical literature and drafts responses for such inquiries.- Provides administrative support as needed.**Education and Experience**:High / Secondary school diploma or equivalent and relevant formal academic / vocational qualification.Technical positions may require a certificate.Previous experience that provides the knowledge, skills, and abilities to perform the job (comparable to at least 4 years) including 1+ year of medical or life-sciences experience, training or education.In some cases an equivalency, consisting of a combination of appropriate education, training and/or directly related experience, will be considered sufficient for an individual to meet the requirements of the role.**Language**:Advanced/fluent English is mandatory.**Knowledge, Skills and Abilities**:- Strong verbal and written communication skills- Strong language skills (comprehension, speaking, reading and writing)- Solid computer and keyboarding skills- Good interpersonal skills- Ability to work independently as well as part of a team.- Ability to interpret client provided medical and technical information- Organizational and time management skills- Ability to maintain a positive and professional demeanor in challenging circumstances.
