Customer Care Agent, - 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 Agent 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:

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 provide support to system users in multiple countries via the telephone and email

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