Customer Care Analyst, EST

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 Raleigh, North Carolina office. 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