Technical Support Representative - Remote

Overview

At Medrio, our purpose is to save 1,000,000 lives by providing clinical researchers with the software tools necessary to chase the next breakthrough in public health. Our success is defined by our customers’ ability to accelerate their research, eliminate hurdles, and maximize their return on investment. We’re committed to supporting our customers (primarily sponsors and CROs in early phase pharma, medical device, and diagnostic clinical research) along their journey of medical discovery.

In Short

• Help maintain and bolster customer happiness.
• Receive, respond to, track, and direct technical support calls and emails.
• Manage support case details in a case tracking system.
• Prioritize incoming cases in a high-volume environment.
• Support the sales team with study management and marketing tasks.
• Perform various tasks for QA support.
• Work on administrative-level tickets during onboarding.
• Engage in more difficult tickets and phone support after onboarding.
• Evaluate against Key Metrics after 60 days.
• Take on additional duties as assigned after 90 days.

Requirements

• Flexibility to work schedule aligned with Asia Pacific region.
• Bachelor's degree or equivalent experience.
• Experience with phone and email support.
• Excellent written and oral communication skills.
• Experience giving presentations or training.
• Experience with Salesforce and software support.

Benefits

• Medical, dental, vision, life, and LTD insurance coverage.
• Gym membership coverage.
• Work/life balance with flexible work schedules.
• Unlimited PTO.