Resolve complex technical issues within a software platform while delivering empathetic support to customers. Collaborate with internal teams to master product intricacies and adopt AI tools to enhance efficiency and communication.

Aston Carter is looking to hire a Support Coordinator. This position offers remote flexibility with an industry leading company! Job Description: The Investigator Support Coordinator is responsible for the communication and support of investigative sites including managing incoming and/or outgoing telephone contact. 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 or fax. - 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 addresses patient safety issues and escalates as needed for resolution - Ensuring the investigators needs are explored prior to implementation of new processes and procedures Skills & Qualifications: - Fluency in English Spanish - Ability to work 10am - 7pm EST shift - Ability to work 1 Saturday a Month - Strong job tenure (need 1 year in each role, prefer no more than 3 jobs in 5 years) - Customer service skills - Self-motivated with strong verbal skills - Attention to detail and good organizational skills If interested please apply below! Job Type & LocationThis is a Contract position based out of Indianapolis, IN. Pay and BenefitsThe pay range for this position is $21.00 - $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) Workplace TypeThis is a fully remote position. Application DeadlineThis position is anticipated to close on Mar 30, 2026. About Aston Carter: Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® double diamond winner for both client and talent service. 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. If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email astoncarteraccommodation@astoncarter.com for other accommodation options.

Job Description: The Service Coordinator’s purpose is to provide a positive, warm and welcoming response to all communications received from clients by phone and email. They help organize and facilitate the flow of work through the Service Department, including the managing of tickets, scheduling of on-site technical resources, monitoring of all work on each Service team, holding teams accountable for work not being completed in a timely fashion, and entering new work into the ticketing system for completion by Service. Job Responsibilities: - Answer incoming calls during shift hours and coordinate support tickets while ensuring coverage and client satisfaction. - Triage tickets properly by ensuring contacts, types, subtypes, priority, resource, and detailed ticket summary, etc. are accurate. - Adherence to Standard Operating Procedures (SOPs) relating to ticket creation. - Coordinate dispatch of onsite resources as needed. - Follow procurement process with incoming equipment for service tickets. - Auditing and closure of completed tickets. - Perform follow-up when a client requests an update. - Use ConnectWise to create, review and manage service tickets for the entire Service Department. This includes editing tickets, handling workflows, changing ticket statuses, and coordinating with internal staff to identify specific issues or problems preventing work from being completed. - Regular review of all current Service Department tickets, to include responding to email-originated tickets to let the customer know it has been received, to identify high-priority tickets and notify the appropriate Service staff, and to identify tickets which are not being handled promptly. - Use internal and external knowledge bases and resources to research and resolve issues independently, as well as to assist in documenting coordinator procedures and policies. - Help the team identify trends, follow up on patterns, and address gaps in ticket handling. - Complete any other tasks as assigned by ITS management. Job Qualifications: - Strong written and verbal communication skills - Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills. - At least 6 months of Customer Service Experience. - Culturally Fit. - Experience with Managed Service Providers (MSPs) is highly desirable. - Flexible to work during daytime or after hours - Pacific Standard Time. Job Requirements: - A home office set up that meets the following: - Computer: A working computer with a minimum of 8GB RAM and one of the following: - Windows 11 with an Intel i5 or i7 (8th generation or newer), or - AMD Ryzen 5 or 7 (2000 series or newer), or - macOS 12 or newer. - Internet: Stable internet connection with at least 5 Mbps download and upload speeds. - Audio Equipment: A quality headset with a noise-cancellation feature for meetings. - Mobile Device: A smartphone capable of installing the Microsoft Authenticator app. - Webcam: An HD webcam for video calls. - A very strong cultural fit the ITS way (Our core values will be discussed during the interview) - Excellent command of the English language both spoken and written - Able to pass our online behavior and cognitive assessments. - Able to provide NBI Clearance (for PH applicants). Compensation: Pay rate starts at $4.00/hr and vary by experience and location. Benefits: - Paid US Holiday - Night Shift Bonus - Paid Time Off (15 Vacation Days per year) - Comprehensive Health Plans / HMO (Employee & Dependent/s) - Life and Accident Insurance - Accident and Disability Coverage - Company-paid training and certification - Health & Wellness Program - Dental & Vision - Salary Advancement You have the option to speed up your application process by following the two-step approach below or simply Submit Application by filling out the form (Apply for This Job). Then, someone from our team will reach out to you as soon as possible.: Step 1: Please go to this link for a short technical quiz: PRE-EMPLOYMENT ASSESSMENT Step 2: Complete this pre-recorded video interview: PRE-RECORDED VIDEO INTERVIEW

Role Description We are seeking a technical, highly organized, and detail-oriented Genesys Engineer to join our team. As a Genesys Engineer, you will play a critical role in developing and maintaining Genesys solutions to support the operations of our contact center. This position involves the design, customization, integration, and ongoing management of Genesys Cloud CX for a contact center and related technologies to ensure efficient and effective customer service operations. What You’ll Do - Design, configure, and implement Genesys-based contact center solutions, considering the organization's specific requirements, such as call routing, IVR systems, chat, email, and more. - Integrate Genesys solutions with other systems and applications, such as Salesforce, workforce management tools, and third-party platforms to ensure a seamless customer experience. - Configure Genesys components, including routing strategies, voice applications, and agent desktop interfaces to meet business objectives and performance targets. - Monitor and maintain the Genesys environment, proactively identifying and resolving issues, optimizing performance, and ensuring high availability. - Create and maintain technical documentation, including system diagrams, configuration guides, and standard operating procedures. - Work closely with business stakeholders and contact center teams to understand their requirements and design customized Genesys solutions that address their needs. - Configure and customize Genesys to optimize its use in the contact center, including setting up workflows, automation rules, case management, knowledge base, and email templates. - Develop and maintain Genesys reports and dashboards to provide insights into contact center performance, customer interactions, and service KPIs. - Provide training and support to contact center agents and staff to ensure they are proficient in using Genesys tools and features. - Create and maintain comprehensive documentation related to Genesys configurations, customizations, and integrations. - Ensure that Genesys configurations and practices align with security and compliance standards, such as GDPR, HIPAA, or industry-specific regulations. - Ensure ongoing support and maintenance of Genesys solutions, addressing any post-implementation issues or enhancements. Qualifications - B.S in Information Systems, or related field or equivalent work experience - 5+ Years of Genesys engineer experience - Genesys certification (preferred) - Proven experience in Genesys implementation and customization, with a focus on contact center solutions. - Proficiency in understanding and discussing technical concepts related to Genesys, development, and integrations. - An understanding of business processes and the ability to align Genesys solutions with organizational goals and objectives. - Strong problem-solving skills to address technical and project-related challenges. - Excellent communication and interpersonal skills, as the role involves interactions with both technical and non-technical stakeholders. - Experience leading and motivating cross-functional teams to achieve project goals. - Experience working with Genesys consultants or vendors when necessary. - Team Oriented - Be able to handle a fast-paced environment Requirements - Complete a rigorous culture and competency testing process - Complete a Drug Test - Must be at least 21 years of age - A valid US Driver’s license - Have the ability to obtain a Public Trust Clearance Work Environment This is a remote opportunity where occasional travel could be required. Since this is a remote role, must have a dedicated workspace conducive to full videoconferencing (camera and audio) for facilitating webinars and online discussions. Work Schedule This is a full-time position, but hours could vary depending on needs. May include travel, evenings, and weekends to meet different time zones and projects. Security Clearance Requirements - Applicants selected will be subject to a government background investigation and may need to meet eligibility requirements for access to classified information. - Must be a U.S Citizen or Permanent Resident - Residency requirement - 3 consecutive years in the last 5 years. Physical Demands - Must have mobility to attend meetings with other managers and employees. - Climbing/Stooping/Kneeling: 10% of the time. - Lifting/Pulling/Pushing: 10% of the time. - Must be able to write, type and use a telephone system 100% of the time. - Sitting: Sitting for prolonged and extended periods of time.