Summarized Purpose: 
Provides technical and medical information, and/or performs intake of adverse events/ product complaints with quality customer service. 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 Function:

Responds accurately and professionally to technical and medical information 
inquiries received via phone, email, internet or mail in reference to 
pharmaceutical or device products. Processes fulfillments and provides clinical 
trial information or after-hours on call support. 
• Analyzes caller’s questions to formulate an accurate and concise response 
using client-approved resources and records inquiries and interactions in the 
appropriate databases following organizational, client and regulatory 
guidelines.
• Identifies, records and triages adverse events and product complaints 
according to organizational, client and regulatory guidelines and provides 
additional support (including follow up) as needed. 
• Maintains knowledge of project and corporate policies and procedures 
including client products, SOPs, protocols, GCPs, and all applicable regulatory 
requirements.
• Works with internal and external client contacts to resolve inquiries. As 
needed, researches medical literature and drafts responses for such inquiries. 
• Provides administrative support as needed.

Education: 

High / Secondary school diploma or equivalent and relevant formal academic / vocational qualification in life science field.

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. 

Knowledge, Skills and Abilities: 

• Strong English skills in all four areas: reading, writing, comprehension, and speaking (for interacting with people from other countries) - mandatory.

• 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