Customer Service Rep II

Support Coordinator

The Support Coordinator is responsible for the communication and support of investigative sites, including managing incoming and / or outgoing calls. The coordinator will also resolve accession holds as assigned by working with sites, project management, and data revision personnel. The coordinator will provide results to site staff by telephone.

Must be bilingual in English / Spanish or English / Portuguese

Must be a critical thinker

Must have attention to detail and good organizational skills

Experience in the pharmaceutical industry is an advantage

Notifying investigator sites, sponsors, and affiliates of laboratory results, sponsor determined flags, and test cancellations as defined in the Statement of Work (SOW)

Monitoring, tracking, and resolving accession holds and informing the Supervisor and the associated Project Manager of any delays

Updating the database with appropriate information and informing personnel of additional testing needs.

Supporting sites and sponsor with project related questions via phone and email

Effective and timely adherence to management communications, meetings, and Standard Operating Procedures (SOP)

Assisting and supporting in the implementation of global processes and procedures

Tracking and reporting metrics as determined by management in the agreed timelines

Documenting all service failures, resolving, and escalating to management when appropriate resolution is incomplete

Acting as a liaison for both internal and external clients

Communicating investigator site needs when new policies or procedures are discussed

Instilling a culture where patient safety is top priority

Promptly address patient safety issues and escalates as needed for resolution

Ensuring the investigator's needs are explored prior to implementation of new processes and procedures

Customer service, Customer support, Customer service oriented, Health care, call center, customer service call center, call center support, investigation and analysis

Customer service, Customer support

High school diploma with 2 years customer service experience over the phone

This is a Contract to Hire position based out of Indianapolis, IN.

The pay range for this position is $22.00 - $22.00 / hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following : - Medical, dental & vision - Critical Illness, Accident, and Hospital - 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available - Life Insurance (Voluntary Life & AD&D for the employee and dependents) - Short and long-term disability - Health Spending Account (HSA) - Transportation benefits - Employee Assistance Program - Time Off / Leave (PTO, Vacation or Sick Leave)

This is a fully remote position.

This position is anticipated to close on Dec 20, 2025.

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.