Customer Support Associate I

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 escalate in a professional manner.
• Strong working knowledge of MAC or Windows Applications.
• Professional phone presence.