Customer Support Associate — Life Sciences Tech + Benefits

Theuniversityunion; Wellesley (MA); On-site; USD 25,000 - 30,000; Full time

Benefits offered by this job

Health benefits

Dental benefits

Vision benefits

401k

Paid sabbatical

Disability and Life Insurance

Job summary

4G Clinical is seeking a Customer Support Associate to work with our customers, ensuring their needs are met, addressing issues promptly, and documenting interactions in the Event Tracking tool.

The role requires 2-4 years of customer service experience, a high school diploma, and strong communication, problem-solving, and teamwork skills. Familiarity with clinical trials is a plus. This is an on-site position in Wellesley, MA with full-time status and competitive hourly pay.

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

interpersonal skills

integrity

attention to detail

teamwork

Education

High school diploma or equivalent

2-4 years of relevant customer service experience

Pursuing degree in healthcare/CS/IT

Job description

4G Clinical is seeking a Customer Support Associate to work with our customers, ensuring their needs are met, addressing issues promptly, and documenting interactions in the Event Tracking tool.

The role requires 2-4 years of customer service experience, a high school diploma, and strong communication, problem-solving, and teamwork skills. Familiarity with clinical trials is a plus. This is an on-site position in Wellesley, MA with full-time status and competitive hourly pay.