Customer Support Associate

4G Clinical; Wellesley (MA); On-site; USD 25,000 - 30,000; Full time

Benefits offered by this job

Health, dental, and vision benefits

Four weeks paid vacation

401k with company match

Paid sabbatical program

Disability and life insurance

Job summary

4G Clinical is a global leader in RTSM and supply forecasting software, headquartered in Wellesley, MA. The company seeks a Customer Support Associate to ensure customer needs are met with professionalism and to maintain business relationships.

The role covers handling varied customer requests, troubleshooting issues, documenting communications, and providing after-hours coverage as scheduled. A high school diploma and 2–4 years of relevant experience are required.

Qualifications

• 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.

Responsibilities

• 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.
• Follow established procedures and guidelines and provide suggestions to help drive positive process improvements.
• Responsible for handling calls from new and existing customers regarding a variety of requests, fulfilling requests, and maintaining the database.
• 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.
• Participate in all required job training and development courses and seminars.
• Assist with system testing.

Skills

Customer service

Troubleshooting

Problem resolution

Education

High school diploma or equivalent

Job description

Brief Description

• 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.
• Follow established procedures and guidelines and provide suggestions to help drive positive process improvements.
• Responsible for handling calls from new and existing customers regarding a variety of requests, fulfilling requests, and maintaining the database.
• 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.
• Participate in all required job training and development courses and seminars.
• Assist with system testing.

Brief Description

• 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.
• Follow established procedures and guidelines and provide suggestions to help drive positive process improvements.
• Responsible for handling calls from new and existing customers regarding a variety of requests, fulfilling requests, and maintaining the database.
• 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.
• Participate in all required job training and development courses and seminars.
• Assist with system testing.

This JOB description should not be deemed all-inclusive. Additional requirements and expectations may be assigned. At all times, employees are expected to adhere to company policies and company SOPs

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 high school diploma 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.

Compensation

Compensation: $18/hr - $22/hr The salary range listed above represents a good-faith estimate of the base pay for this role and is provided to comply with applicable laws and regulations. The actual base salary offered will depend on factors such as the candidate’s location, qualifications, experience, and skills

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.

For U.S.-based candidates, we offer compelling benefits to our employees, including:

• Health, dental, and vision benefits
• Four weeks paid Vacation
• FSA and Dependent Care Accounts
• Company Paid Disability and Life Insurance
• Global mental health benefit
• Generous 401k program
• Paid sabbatical program
• Option Grants

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.