Site Services Specialist I

ICON plc

. Provide technical support to Investigator Sites, CRA, and Sponsors on questions or issues pertaining to protocol requirements including collection instructions, shipping, and supplies and testing in a call center environment .

Posted 11/11/2026full-timeDublin • IrelandMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in providing technical support to Investigator Sites and CRAs, with a strong understanding of protocol requirements and ICH-GCP guidelines. Proficient in communication and problem-solving within a call center environment, ensuring timely resolution of queries and effective client service.

Highest-signal resume keywords

Technical SupportICH-GCP GuidelinesClient Service ExperienceDatabase UpdatesExcellent Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Database ManagementMedical Data EvaluationProtocol RequirementsProblem InvestigationSupply Ordering

Soft Skills

Excellent Written CommunicationExcellent Verbal CommunicationAbility To Work Under Tight Deadlines

Industry Keywords

Investigator SitesCRASponsorsClinical ResearchStudy Start-UpStudy Close-Out

About the role

Key responsibilities & impact

Provide technical support to Investigator Sites, CRA, and Sponsors on questions or issues pertaining to protocol requirements including collection instructions, shipping, and supplies and testing in a call center environment
Investigate problems related to subject visits until resolution is complete by issuing outgoing queries, addressing incoming queries/answers from sites, and responding to internal queries
Notify Sponsors, Investigators, and/or CRAs of values as specified per protocol or laboratory SOPs
Perform minor database updates pertaining to subject or visit information and investigator/CRA contact details
Order supplies/kits for sites as per Sponsor, CRA, or site request
Perform any other relevant task assigned by management

Requirements

What you’ll need

University degree in medicine, science, or equivalent
Working experience beneficial, ideally from a science background
Excellent written and verbal English
Client / Customer service experience
Ideally previous monitoring experience in medium sized studies, including study start-up and close-out although not essential
Knowledge of ICH-GCP guidelines and ability to review and evaluate medical data
Excellent written and verbal communication
Ability to work to tight deadlines
Legal right to work in the country where the role is based

Benefits

Comp & perks

Competitive base salary and performance related incentives
Health and wellbeing programmes including medical, dental, and vision coverage where applicable
Retirement and pension plans
Life assurance and disability coverage
Employee assistance programmes and wellbeing resources
Learning and development opportunities through structured training and career pathways