HCP Panel Support Associate

AnswerSuite, part of Syneos Health, is a market research center of excellence serving the biopharmaceutical industry for over 30 years. We deliver precise, data-driven insights through syndicated data and custom/primary research analytics to help clients prepare for product launches, optimize marketing strategies, and navigate generic competition. Our team consists of business development professionals, analytical experts, technology innovators, and panel management specialists.

About the role

AnswerSuite collects and analyzes timely, accurate, and actionable insights on the perceptions and activities of high-volume U.S.-based prescribing healthcare practitioners. These insights enable pharmaceutical companies to evaluate, diagnose, and predict the effectiveness of their sales and marketing initiatives. As a Customer Support Specialist, you will manage a high volume of inbound and outbound calls and emails related to healthcare market research programs, including participant compliance, incentive inquiries, program training assistance, and general troubleshooting. You will resolve issues, respond to questions, execute customer support protocols, 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 and address incentive inquiries
• Provide program training assistance and general troubleshooting
• Resolve issues and respond to questions via phone and email
• Execute established customer support protocols to deliver 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
• Experience in a healthcare or market research environment preferred

Schedule

Working hours: 8:30 AM to 5:00 PM, ET