HCP Panel Support Associate
About the role
AnswerSuite, part of the Syneos Health organization, is a market research center of excellence serving the biopharmaceutical industry for over 30 years. We deliver precise, data-driven insights to help clients prepare for product launches, optimize marketing strategies, and navigate generic competition. This role involves managing a high volume of inbound and outbound calls and emails related to healthcare market research program requirements, including participant compliance, incentive inquiries, program training assistance, and general troubleshooting.
The Customer Support Specialist will resolve issues and respond to questions via phone and email, execute established customer support protocols to deliver a high-quality experience, and test or troubleshoot survey functionality as needed.
Responsibilities
- Manage inbound and outbound calls and emails related to healthcare market research program requirements.
- Support participant compliance, incentive inquiries, and program training assistance.
- Resolve customer issues and respond to questions via phone and email.
- Execute established customer support protocols to ensure a high-quality experience.
- Test and troubleshoot survey functionality as needed.
- Handle special projects and tasks in addition to completing primary goals.
Requirements
- Exceptional English oral and written communication skills.
- High school diploma required; associate or bachelor’s degree preferred.
- 3+ years of customer service experience.
- Experience in a call center environment providing telephone and email support, both inbound and outbound.
- Proficiency in Microsoft Office products (Excel, Word, Outlook, PowerPoint).
- Strong organizational skills and attention to detail.
- Excellent problem-solving skills and telephone personality.
- Ability to work in a fast-paced, multi-faceted environment.
Qualifications
- Experience in a healthcare or market research environment preferred.
Schedule
Working hours: 8:30 AM to 5:00 PM, ET.