Customer Care Help Desk (Service Desk) Representative
ERT
San José, CR
hace 6 días

Overview

Clario. The Best of ERT & Bioclinica.

Are you a tinkerer? Do you like figuring out how things work and talking with others to share your knowledge? Do you like to work in an international team?

Join our Costa Rica team as a Customer Care Representative to provide world class customer service over the phone in support of clinical trials deployed at hundreds of clinical sites worldwide.

As a CC Rep, you will work with our globally-based clients and other Clario team members in Hungary, Germany, the UK, the US, Japan and Switzerland, helping to bring new drugs to market, more quickly and more safely.

Clario partners with the pharmaceutical industry to gather and scrub clinical trial data, leading to quicker, more reliable trial outcomes.

Our contribution to improving patients' lives motivates us every day!

Responsibilities

In this role, you will :

  • Receive phone calls or other communications from clients requesting assistance. Evaluate the situation and provide accurate resolution to the issue.
  • Document every customer interaction in a detailed and structured manner
  • Maintain and update our internal knowledge base and other sources
  • Handle re-supply and report requests in a timely and efficient manner
  • Assist clients with any technical problems with our equipment
  • Troubleshoot transmission or other equipment usage problems
  • Provide recommendations for service set-up, usage and troubleshooting
  • The duties and responsibilities listed in this job description represent the major responsibilities of the position. Other duties and responsibilities may be assigned, as required.

    Clario reserves the right to amend or change this job description to meet the needs of Clario. This job description and any attachments do not constitute or represent a contract.

    Qualifications

    The ideal candidate will offer :

  • IT (client helpdesk) support experience (or strong technical aptitude)
  • Availability to work full time and shifts (rotations to occur every four weeks and are expected to include morning, evening, weekends, and / or holidays as assigned, premium pay will be provided to accommodate the rotating shift)
  • Must have excellent written and spoken English language skills. Multilingual skills are a plus (especially Japanese, Spanish, Chinese and French)
  • Good capacity for teamwork
  • Ability to work independently and demonstrate initiative in resolving issues
  • Patience and Customer Service skills in difficult situations and the ability to defuse potentially stressful situations for Clario clients
  • Effective written and verbal communication skills; able to speak well and represent Clario in a professional manner
  • Working knowledge of MS Office tools
  • Local to Costa Rica
  • Ability to work from home on a regular basis (this role will be fully remote to start, although we may offer hybrid options at a later date)
  • What can you expect from us?

  • Competitive compensation program
  • Support for your professional development through internal and external training and certification programs
  • Employee Exchange Programs, as great opportunities to learn more of what others do :
  • Global employee exchange program, meaning you can apply to work in any of our global locations for 4 weeks
  • At Clario, we put people first, always. We are united and driven by patients, committed to making a difference, and we are always looking for the best talent to help us transform lives.

    We look forward to receiving your application. Please indicate your salary expectation and your availability and send your application by using our Clario career page.

    Interested in working for Clario but this isn't quite the right job for you? Please see our website for our other current openings.

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