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Customer Care Agent

5 months ago

Malvern, United States YPrime Full time

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 Agent** 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:_**
- Proficient in MS Office Applications
- Experience in a call center environment preferred

**_Have these things too? Even better_**
- Thrives in a fast-paces, dynamic environment
- A team player who puts the success of the team first
- motivated by helping clients and finds satisfaction in helping to resolve the issues of others
- A resourceful problem-solver who seeks out effective and efficient solutions
- Prior technical support experience preferred, especially in healthcare, life sciences or related field
- Multilingual skills a plus

**_Here are some more details about the job:_**
- You'll build professional rapport with internal and external clients by demonstrating empathy and strong communication skills
- You'll follow up with customers to ensure full resolution: providing timely updates of progress along the way
- You'll clearly document all communication with system users
- You'll escalate system issues to Customer Care Analysts when necessary for resolution
- You'll provide the highest level of support to users of the systems by fielding 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 perform other 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