Help Desk Technician - Consult Silicon Valley

Clinical Trial Media is a global healthcare agency focused on recruiting patients for clinical research studies in order to advance new treatment and medication options.  Since 1995, CTM has helped pharmaceutical companies, research hospitals and physicians to identify potential patients for a wide range of clinical trials including those for Neurology, Oncology, Respiratory and many more. CTM continues to be one of the fastest-growing companies on Long Island, having doubled in size in the last two years, while expanding its service line and revenue stream. 

CTM’s mission is clear – to help advance the discovery of new medications and treatments through clinical trial awareness and participation. Almost 80% of new drugs never meet development timelines and this is all due to a lack of patient participation. CTM plays an important role in the drug development cycle by helping to minimize clinical trial delays due to patient enrollment. CTM offers customized products, services, and flexible solutions that are vital to successfully enrolling patients into clinical trials worldwide. 

In addition to its business goals, CTM cares deeply about company culture and places a priority on employee happiness. CTM employees enjoy fun activities, contests, games and parties throughout the year all while working in a brand-new, state-of-the-art office. The company also gives back to the community through group volunteering events, donations, and charity fundraisers.

In this role you will be a team member that enjoys the satisfaction of solving problems real-time for friendly Team Members who respect your expertise. You will be hands on with the latest technology and have the freedom to advise on decisions which you know to be in our organization's best interest. You will bring telephony and contact center experience to our support team and work both responsively and proactively to ensure maximum uptime for our Team Members. Experience with telephony platforms is a necessity and preference will be given to those with Twilio and Twilio Flex experience. You will be challenged, rewarded, and have the opportunity to grow both personally and professionally. 

Fun Facts about CTM:

• Our CEO is an independent owner focused on patient outcomes and employee success. She was recognized as one of the Top 50 Most Influential Women in Business on Long Island for 2019.
• CTM has established 25 years of success stories in clinical trials across 30 countries.
• CTM was awarded Best Place to Work 2019 from the Long Island Business News.
• CTM received the Gold Award for the 13th Annual 2020 Women in Business and the Professions World Awards in the “COVID-19 Business Response Awards Categories Group" category, specifically within the “Company Work-From-Home Implementation of the Year" subcategory.
• CTM created COVID19ClinicalTrial.com as a resource for information about ongoing COVID-19 clinical research to provide clarity and hope for thousands of subscribers. This website was recently awarded a 2020 W3 Silver Award for Website Excellence in Healthcare.
• Our Creative team has been recognized with multiple awards.
  • 2020 W3 Gold Award for Healthcare Website Design.
  • 2020 W3 Silver Award for Healthcare Website Design.
  • 2020 Telly Award Silver Winner in the General – Non-Broadcast category for our CTM Capabilities Video.
  • 2019 Telly Award for Regional Television in the Health and Fitness category.
  • Two 2019 W3 Silver Awards for Healthcare Website Design.

Responsibilities: 

• Ensure that all tickets are resolved within established SLA’s
• Escalate tickets as necessary to ensure Team Member satisfaction and proper metrics.
• Ensure maximum uptime from a technological and telephonic standpoint for our contact center Team Members. This will include telephony platform support (Twilio and Twilio Flex)
• Proactively communicate ticket status, issues & risks to management to Team Members and management.
• Identify and resolve problems in a timely manner while working in group problem solving situations.
• Can demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality.
• Troubleshoot Windows and Macintosh Computer Issues
• Troubleshoot network connectivity problems
• Provide support for Microsoft Windows and Office Suite
• Add/Remove/Change Microsoft 365 and Office 365 Email Accounts
• Escalate complex issues to other team members

Requirements: 

• 2-4 years’ Experience installing and troubleshooting Windows and Macintosh Operating Systems
• 2-4 years’ Experience troubleshooting telephony systems (a must); Twilio systems preferred
• Experience installing and troubleshooting Microsoft Office Suite
• Experience with diagnosing hardware issues
• Basic Network troubleshooting
• Experience administering Microsoft 365 and Office 365

CTM is an equal opportunity employer.

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