Customer Support Associate I

4G Clinical; Dublin; On-site; EUR 32,000 - 46,000; Full time

Job summary

4G Clinical, a global RTSM leader, seeks a Customer Support Associate in Ireland to ensure customers are served with the highest satisfaction. You will answer inquiries, fulfill requests, document interactions, and resolve issues promptly.

Ideal candidates have 2–4 years of customer service experience, a Leaving Certificate or equivalent, and strong communication skills. Experience in clinical trials is a plus; you will collaborate with cross-functional teams in a fast-paced, global environment.

Qualifications

• Experience as a services provider is required.
• Essential: customer service, troubleshooting and problem resolution.
• Excellent interpersonal skills and integrity, strong attention to detail, and ability to work independently or in a team.

Responsibilities

• Work with customers to ensure needs are managed with high satisfaction and issues addressed promptly to retain business.
• Learn and apply best practices for Customer Excellence.
• Follow procedures and provide suggestions to drive process improvements.
• Serve customers by answering inquiries, fulfilling requests, and maintaining the database.
• Handle calls from new and existing customers regarding various requests.
• Respond to customer needs timely and take action to address issues.
• Troubleshoot issues by clarifying, researching, implementing solutions, and escalating unresolved problems.
• Document communications in the Event Tracking tool.
• Provide off-hours coverage as scheduled.
• Cover weekends/holidays/OT as needed.
• Work during service outages when required.
• Participate in training and development courses and seminars.
• Assist with system testing.

Skills

Customer service

Troubleshooting

Problem resolution

Interpersonal skills

Attention to detail

Team player

Mac/Windows knowledge

Education

Leaving Certificate or equivalent + 2-4 years experience

Tools

CRM software

Event Tracking tool

Job description

Brief Description

Join 4G Clinical and make a real impact in the world of global clinical trials. Our mission-driven company values innovation and change and we're looking for a Customer Support Associate who shares our passion to shape the future of our company. As a team member, you'll have the opportunity to contribute your unique ideas and have them valued.

Brief Description

Join 4G Clinical and make a real impact in the world of global clinical trials. Our mission-driven company values innovation and change and we're looking for a Customer Support Associate who shares our passion to shape the future of our company. As a team member, you'll have the opportunity to contribute your unique ideas and have them valued. Come work with purpose, collaborate with a talented team, and have fun doing it!

The Customer Support Associate Is Responsible For The Following

• Work with our customers to ensure their needs are managed to the highest level of satisfaction and any issues or problems are addressed promptly and professionally to retain business.
• Learn and apply the best practices for Customer Excellence.
• Follow established procedures and guidelines and provide suggestions to help drive positive process improvements.
• Serve customers by answering inquiries, fulfilling requests, and maintaining the database.
• Responsible for handling calls from new and existing customers regarding a variety of requests.
• Respond to customer needs in a timely manner and takes immediate action to address issues as they arise.
• Troubleshoot issues by clarifying, researching, implementing solutions, and escalating unresolved problems.
• Ensure communication is properly documented in the Event Tracking tool.
• Provide off hours coverage on a predetermined schedule supplied by the Lead or Senior Customer Support Associate.
• Provide coverage on weekend, holidays and OT as needed and/or as scheduled by the Lead or Senior Customer Support Associate.
• Able to work in the event of any services outages i.e. power, phone, internet etc.
• Perform other duties as identified by the Lead or Sr. Customer Support Associate
• Participate in all required job training and development courses and seminars.
• Assist with system testing.

Requirements

• The position requires experience as a services provider.
• The following skills are essential: customer service, troubleshooting and problem resolution.
• The candidate must also have excellent interpersonal skills and integrity, superb attention to detail, motivation to work/learn independently, ability to work well in a team environment.
• Familiarity with clinical trial is desired, but not required.

Education And/or Certification Requirements

• The candidate must possess a Leaving Certificate or equivalent, and 2-4 years of relevant customer service experience. Currently pursuing a degree in healthcare, computer science, business, communication or information technology field, equivalent experience, or diploma is a plus.

Other Skills/requirements

• Motivated to work in a fast paced constantly changing environment.
• Excellent interpersonal skills and ability to work well in a virtual team environment.
• Strong organizational skills and the ability to meet goals with accuracy.
• Excellent listening, oral and written communication skills.
• The ability to elevate in a professional manner.
• Strong working knowledge of MAC or Windows Applications.
• Professional phone presence.

Summary

4G Clinical is honored to be part of Fast Company's 2020 Best Workplaces for Innovators list, citing businesses and organizations that demonstrate a deep commitment to encouraging innovation at all levels. 4G Clinical came in at #8 for its dedication to building a culture that fuels innovation, curiosity, and the spirit of experimentation in all facets of the business from product development and brand to services and staffing. We were also voted one of the 2018 Best Places in Health Care & Biopharma by Great Place to Work® and FORTUNE.

About Us

4G Clinical is a global leader in randomization and trial supply management (RTSM) and supply forecasting optimization software for the life sciences industry, offering the only fully cloud-based, 100% configurable and flexible solutions utilizing natural language processing (NLP) to accelerate clinical trials. 4G Clinical is headquartered in the Boston Biotech corridor of Wellesley, MA, with offices in Europe and Asia.

We offer compelling benefits to our international and US-based employees. Benefits vary by region and should be discussed with a 4G Talent Acquisition or HR representative.

4G Clinical is proud to be an Equal Opportunity Employer, and it is foundational to how we recruit and hire our talented team. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by applicable law.