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 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 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