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Customer Care Analyst, 6:00am-2:00pm EST

4 months ago

Malvern, United States YPrime Full time
Job DescriptionJob Description

At YPrime, we help our clients in the pharma and biotech industries to collect data from patients using mobile devices, assign patients to study treatment groups, and dispense clinical trial drugs and supplies using web apps.  We're supporting life-altering research, one project at a time.

Is your career in its prime? It could be

YPrime's Customer Care team is looking for a Customer Care Analyst to help support our system users. You'll be based in our Malvern, Pennsylvania headquarters. At YPrime, we help our clients in the pharma and biotech industries to collect data from patients using mobile devices, assign patients to study treatment groups and dispense clinical trial drugs and supplies using web apps. We're supporting life-altering research, one project at a time.

Does our mission sound like something you can get behind? If so, here's what we need from you:

  • Minimum of 1-year professional experience in related field
  • Prior technical support experience, especially in healthcare, life sciences or related field highly preferred
  • Proficient in MS Office applications required
  • Ability to pay attention to details
  • Strong written and verbal communication skills

Have these things too? Even better

  • Experience in a call center environment
  • Database querying experience
  • Experience in biotech/pharmaceutical or the CRO industry
  • Experience with SaaS delivery a plus
  • Multilingual skills

Here are some more details about the job:

  • You'll provide support to system users in multiple countries via the telephone and email
  • You'll clearly document all communication with system users
  • You'll resolve user-reported issues and communicate resolution back to system user
  • You'll escalate system issues to project team when necessary for resolution
  • You'll provide input on current support processes and suggest improvements
  • You'll work collaboratively with project teams to ensure full understanding of details of each system they will be supporting
  • You'll provide the highest level of support to users of the systems by field inbound inquiries and utilizing proactive communication as necessary
  • You'll effectively manage issues and the escalation of issues and eventual resolution within agreed upon SLA's
  • You'll effectively manage the data correction process following detailed workflows and ensuring appropriate approvals
  • You'll efficiently and accurately manage first-level data corrections with the system database and/or front-end user interface
  • You'll consistently monitor and manage the backlog tickets using the Customer Care Dashboard, ensuring regular updates to tickets, through to resolution
  • You'll mentor and assist Customer Care Agents ensuring regular communication
  • You'll efficiently troubleshoots in both the IRT and eCOA systems
  • You'll perform other related duties as required

What are the Prime Perks?

  • Generous paid time off
  • Comprehensive benefits package largely subsidized by YPrime
  • 401(K) with company match
  • Flexible working arrangements with an emphasis on work/life balance
  • Friendly, smart, passionate, and hardworking coworkers
  • Opportunities for professional growth and advancement