Job 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