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Applications Client Support

2 weeks ago

Jurong East, Singapore Labcorp Full time

**Job Summary**:
The Business Transformation Support Specialist manages the overall process of issue management and support for our customers (Sponsor /CRO/Investigator/internal user). Support Specialist will understand the needs of the users, analyzes their requests, takes the appropriate action to resolve issues, if needed, and provides timely answers. This role will require cross-training to ensure an overall knowledge-base in order to perform the necessary tasks. This role may focus on monitoring new studies to ensure adherence to existing SOPs and processes through detailed quality checks and collaboration with clients to deliver accurate and timely studies. Support Specialist will assist and support management in the implementation of global processes and procedures ensuring seamless integration. Develop and deliver staff training for External Applications Support Team. Develop troubleshooting guidelines, Support Escalation Procedures, and documentation maintenance procedures for External Applications Support Team. Ensure timely and comprehensive communication and follow up with our external and internal users. Deliver training to other departments as needed. For this purpose, they are in direct contact with internal departments as well as internal and external users.

**Duties**:

- Monitor launch controls that will ensure process and solution compliance.
- Monitor process execution and ensure prompt corrections/adjustments by process owners.
- Organize client and user feedback methods.
- Ensure tracking and trending of process and training monitoring metrics.
- Ensure a seamless communication and follow up with our selected external user and internal users.
- Analyze user inquiries and issues. Work with appropriate internal departments accordingly to manage the user’s needs and ensure compliance with SOPs and policies.
- Lead the communication with the other departments in relation to solving issues until resolution.
- Provide direct answers to external users or internal users and provide advice when the request is not directly feasible.
- When appropriate, negotiate SLAs with customers.
- Consider external or internal user’s needs in making decisions; to be managed on a case-by-case basis, as appropriate.
- Review the study Statement of Work to ensure compliance of the request with the protocol when appropriate.
- Perform quality checks on resolutions and answers provided to users.
- Generate and review tickets and reports for issue resolution as needed.
- Lead escalations that may impact resolution of the issues being resolved within TATs. Manage workload and priorities to ensure all users’ deadlines are respected.
- Work in a team-oriented, global environment with the focus on customer service, both internal and external.
- Assist and support management in the implementation of global processes and procedures ensuring seamless integration.
- Responsible for effective and timely adherence to management communications, meeting and procedures.
- Support a culture of continuous improvement, quality and productivity.
- Assist management team with audits, reportable issues, CAIRs, and other quality issues as needed.
- Documents all service failures and investigate as needed.
- Assist in the development and management of department metrics, Vendor contracts, SOPs, WIs, Policies, and Processes.
- Develop and deliver staff training. Develop troubleshooting guidelines, Support Escalation Procedures, and documentation maintenance procedures for External Applications Support Team.
- Deliver training to other departments as needed.
- Work with internal and external users to challenge and communicate items that impact end user experience. Manage user feedback and responses internally and externally.
- Manage pending requests. POC for user issues transferred from IS to External Applications Support Team.
- Manage and resolve issues resulting from data quality that cause request(s) to fall outside established approve/deny parameters. Escalate as needed.

**Requirements**:

- Prior experience in a client facing role
- Strong verbal and written communication skills and excellent ability to listen and respond
- Must be courteous with strong customer service orientation
- Excellent multitasking abilities required
- Japanese proficiency is required due to logístical specificities with Japan sites

**Labcorp is proud to be an Equal Opportunity Employer**:
As an EOE/AA employer, Labcorp strives for diversity and inclusion in the workforce and does not tolerate harassment or discrimination of any kind. We make employment decisions based on the needs of our business and the qualifications of the individual and do not discriminate based upon race, religion, color, national origin, gender (including pregnancy or other medical conditions/needs), family or parental status, marital, civil union or domestic partnership status, sexual orientation, gender identity, gender expression, personal appearance, age, veteran stat