Customer Support Associate

About the role

The Customer Support Associate is responsible for working with customers to ensure their needs are managed to the highest level of satisfaction, addressing any issues or problems promptly and professionally to retain business.

• Follow established procedures and guidelines and provide suggestions to help drive positive process improvements.
• Handle calls from new and existing customers regarding a variety of requests, fulfill requests, and maintain 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 weekends, holidays, and overtime as needed or scheduled by the Lead or Senior Customer Support Associate.
• Work during service outages (e.g., power, phone, internet).
• Participate in all required job training and development courses and seminars.
• Assist with system testing.

This job description is not all-inclusive. Additional requirements and expectations may be assigned. Employees are expected to adhere to company policies and SOPs at all times.

Requirements

• Experience as a services provider.
• Essential skills: customer service, troubleshooting, and problem resolution.
• Excellent interpersonal skills and integrity.
• Superb attention to detail.
• Motivation to work and learn independently.
• Ability to work well in a team environment.
• Familiarity with clinical trials is desired but not required.

Qualifications

• High school diploma or equivalent.
• 2-4 years of relevant customer service experience.
• Currently pursuing a degree in healthcare, computer science, business, communication, or information technology (or equivalent experience/diploma) is a plus.

Pay

$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.

Benefits

• 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.

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.

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 ranked #8 for its dedication to building a culture that fuels innovation, curiosity, and the spirit of experimentation. We were also voted one of the 2018 Best Places in Health Care & Biopharma by Great Place to Work® and FORTUNE.

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.