Customer Care Agent

About Company:

At YPrime, we pioneer solutions that streamline the clinical trial journey, increasing certainty from study design to data lock. With a foundation built on decades of industry insight and expertise, we are inspired by the life-altering outcomes unlocked by clinical trials. Our dedication to quality is pivotal in propelling the groundbreaking endeavors of our partners, researchers, and investigators. With a technology platform that enables speed, flexibility, and certainty for large and emerging pharma companies alike, we provide eConsent, eCOA, IRT, and patient engagement solutions that solve with certainty in clinical research. About the

Role:

As a Customer Care Agent within the Professional, Scientific, and Technical Services industry, you will serve as the primary point of contact for clients seeking assistance, information, and solutions related to our services. Your role is critical in ensuring customer satisfaction by addressing inquiries promptly, resolving issues efficiently, and providing accurate information. You will collaborate closely with internal teams to escalate and follow up on complex cases, ensuring a seamless customer experience. This position demands a proactive approach to understanding customer needs and delivering tailored support that aligns with company standards. Ultimately, your efforts will contribute to building long-term client relationships and enhancing the company's reputation for exceptional service.

Responsibilities:

Provide support to system users in multiple countries via the telephone and email Builds professional rapport with internal and external clients by demonstrating empathy and strong communication skills Follow up with customers to ensure full resolution; providing timely updates of progress along the way Clearly document all communication with system users Escalate system issues to Customer Care Analysts when necessary for resolution Provide the highest level of support to users of the systems by fielding inbound inquiries and utilizing proactive communication as necessary Effectively manage issues and the escalation of issues and eventual resolution within agreed upon

SLA's Skills:

Thrives in a fast-paced, 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 Even keeled, not easily ruffled under pressure Savvy with technology Friendly, service-oriented attitude Strong written and verbal communication skills Ability to pay attention to detail Ability to identify and solve problems in an efficient and effective manner Ability to work independently with little to no supervision Prior technical support experience preferred, especially in healthcare, life sciences or related field Multilingual skills a plus

Education & Experience:

Proficient in MS Office applications required Experience in a call center environment preferred 10am - 6pm EST Monday - Friday 1 weekend Overtime shift per month