Technical Customer Support Representative New

Medrio; United States; Remote; USD 58,000 - 67,000; Full time

Job summary

Medrio in the United States is seeking a Technical Customer Support Representative to deliver exceptional remote support for our clinical research software. You will handle technical inquiries, document issues, and work with cross-functional teams to improve customer outcomes.

Ideal candidates have experience in phone and email support, strong communication, and familiarity with Salesforce and SaaS, plus a bachelor’s degree or equivalent. This entry-level role offers onboarding and growth.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• Experience with phone and e-mail support.
• Excellent written and oral communications.
• Experience with Salesforce and SaaS technologies.

Responsibilities

• Receive, respond to, track and direct technical support requests from customers.
• Prioritize incoming cases in a high-volume, fast-paced environment.
• Act as support for the sales team, including study management and marketing tasks.
• Other duties as assigned and QA support.

Skills

Phone support

Email support

Written communication

Oral communication

Presentations

Training

Salesforce

SaaS knowledge

Education

Bachelor's degree or equivalent combination of education and experience

Tools

Salesforce

Job description

Technical Customer Support Representative

Remote

At Medrio, our purpose is to save 1,000,000 lives by providing clinical researchers with the software tools necessary to chase the next breakthrough in public health. Our success is defined by our customers’ ability to accelerate their research, eliminate hurdles, and maximize their return on investment. We’re committed to supporting our customers (primarily sponsors and CROs in early phase pharma, medical device, and diagnostic clinical research) along their journey of medical discovery.

Medrio is looking for an enthusiastic and talented individual with a passion for providing a positive customer experience. Our team is focused on results and maintains a high customer satisfaction rating. The role of the Technical Support Representative is to help maintain and bolster customer happiness. This entry-level position will enable you to learn best practices in customer service, operations, gain expert-level product and industry knowledge, interact with allinternal teams and get in on the ground floor with a growing company.Medrio'sstrong commitment to customer success will provide you with a unique opportunity to become an integral part ofMedrio'scontinued growth.

Essential Duties and Responsibilities:

• Receiving, responding to, tracking and directing technical support calls and e-mails from our customers
• Prioritize incoming cases in a high-volume, fast-paced environment
• Acting as support for the sales team, including study management and various marketing tasks
• Various tasks for QA support
• Other duties as assigned

Key Metrics for a Technical Support Representative (Measured Quarterly):

• Customer Satisfaction Score (over 90%)
• First Contact Resolution (Over 25% of cases)
• Case Resolved in 1 Business Day (70% of cases)
• Case Resolved in 3 Business Days (93%)
• Average workload of approximately 7-10 Technical Support cases/day

First 30/60/90 Days

• First month is on-boarding, and beginning to take administrative-level tickets to learn workflows and systems
• Second month we are working in more difficult tickets and answering the phone
• At the end of 60 days, on-boarding is complete, and are being evaluated against Key Metrics
• By the end of 90 days, TSR is considered fully ramped and beginning to take on other duties as assigned.

Skills/Areas of Experience:

• Flexibility to work schedule aligned with Asia Pacific region when required
• Bachelor's degree or equivalent combination of education and experience
• Experience with phone and e-mail support
• Excellent communications skills, both written and oral
• Experience giving presentations, training, or related activity
• Experience with Salesforce, SaaS technology, software support

Salary range: $58,000 - $67,000

About Medrio:

At Medrio, we look for smart, capable, and conscientious people to help us expand our product capabilities, grow our business, and better serve our customers. Our employees love working for us because they get to develop, market, and sell a product that advances human health, and they enjoy many perks, including

• Great benefits: We offer medical, dental, vision, and life/LTD insurance, and we cover 100% of our employees’ health insurance premiums and 50% of dependent premiums.
• Wellness: Medrio values our staff’s well-being. To prove it, we promote an atmosphere of work/life balance, including flexible work schedules and locations.
• Weekly company-wide standup.

The Medrio team is made up of individuals with a wide array of skills and interests, but all have a passion for providing the best possible user experience for our customers. We value collaboration, ingenuity and creating a culture of excellence!

To see detailed information on the data we collect during the application process, and how Medrio complies with data privacy laws, visit our Careers page.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Medrio ’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.