Responsibilities
The Customer Support Associate is responsible for the following:
- Work with our customer bases and in particular our Japanese and/or Chinese customer base to provide technical support relating to the Prancer application's features and functionalities, to ensure their needs are managed to the highest level of satisfaction and any issues or problems are addressed promptly and professionally to retain business.
- Provide Unblinding Support, perform unblinding procedures for sensitive user data as required for specific client support needs.
- Native-level speaker of Japanese and/or Chinese and professional-level proficiency in English.
- Communicate complex technical concepts clearly and concisely in the system user's native language.
- Assist in creating and translating IT user support documentation, FAQs, and user guides into Japanese or Chinese.
- Complete specialized training to gain deep expertise in the Prancer application's features and functionalities. This includes understanding the Prancer application’s UI and Admin UI to provide higher-level technical support and guidance for the Prancer’s system.
- Responsible for handling calls from new and existing customers regarding a variety of requests.
- Respond to customer needs in a timely manner and take immediate action to address issues as they arise.
- Troubleshoot customer requests by clarifying, researching, implementing technical support solutions, and escalation of High or Urgent requests.
- Ensure communication is properly documented in the Event Tracking tool.
- Perform other duties as identified by the CSA III, CCA, Manager or Director.
- Participate in all required job training and development courses and seminars.
- Assist with system testing.
Requirements
- Education: High school diploma or equivalent required. Currently pursuing or holding a degree in healthcare, computer science, business, communication, or information technology, or equivalent experience/diploma is a plus.
- Experience: 2–4 years of relevant customer service experience in a professional setting, ideally in a technical or life sciences environment.
- Language Proficiency: Native-level fluency in Japanese and/or Chinese and professional-level proficiency in English (written and spoken) required.
- IT proficiency: Demonstrated ability in customer service, troubleshooting, and problem resolution.
- Collaboration: Strong interpersonal skills with proven ability to work independently as well as in a team environment.
- Attention to Detail: Track record of accuracy, thoroughness, and accountability in work.
- Clinical Trials: Familiarity with clinical trials preferred, but not required.
- Hours: Willing to work 5 AM to 1 PM shift, Monday through Friday.
Other Skills/Requirements
- Motivated to work in a fast paced constantly changing environment.
- Excellent interpersonal skills and ability to work well in a virtual team environment.
- Strong organizational skills and the ability to meet goals with accuracy.
- Excellent listening, oral and written communication skills.
- The ability to escalate in a professional manner.
- Strong working knowledge of MAC or Windows Applications.
- Professional phone presence.
- Required shift: 5:00 AM – 1:00 PM
- Must be available Monday through Friday, with flexibility to work holidays and weekends as needed
4G Clinical is honored to be part of Fast Company's 2020 Best Workplaces for Innovators list, citing businesses and organizations that demonstrate a deep commitment to encouraging innovation at all levels. 4G Clinical came in at #8 for its dedication to building a culture that fuels innovation, curiosity, and the spirit of experimentation in all facets of the business from product development and brand to services and staffing. We were also voted one of the 2018 Best Places in Health Care & Biopharma by Great Place to Work® and FORTUNE.
About Us
4G Clinical is a global leader in randomization and trial supply management (RTSM) and supply forecasting optimization software for the life sciences industry, offering the only fully cloud-based, 100% configurable and flexible solutions utilizing natural language processing (NLP) to accelerate clinical trials. 4G Clinical is headquartered in the Boston Biotech corridor of Wellesley, MA, with offices in Europe and Asia.
For U.S.-based candidates, we offer compelling benefits to our employees, including:
- Health, dental, and vision benefits
- Unlimited Vacation Days for Salaried Full-time Employees
- FSA and Dependent Care Accounts
- Company Paid Disability and Life Insurance
- Global mental health benefit
- Generous 401k program
- Paid sabbatical program
- Option Grants
4G Clinical is proud to be an Equal Opportunity Employer, and it is foundational to how we recruit and hire our talented team. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by applicable law.
