Customer Care Representative

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Clario

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1973

⚕️ Healthcare Insurance

🧬 Biotechnology

🤖 Artificial Intelligence

💰 Private Equity Round on 2019-10

Healthcare Insurance • Biotechnology • Artificial Intelligence

Clario is a company specializing in accelerating clinical trials from initiation to implementation through advanced technologies and services. Since 2018, Clario has revolutionized endpoint analyses in clinical trials by integrating over 30 artificial intelligence-enabled solutions across more than 600 active trials, enhancing data quality and patient privacy while expediting data collection processes. Clario provides a comprehensive clinical trial management platform, offering solutions such as eCOA, cardiac safety, medical imaging, precision motion, and respiratory services in various therapeutic areas including oncology, cardiology, and neurology. Known for its global reach, Clario supports clinical trials in over 100 countries with a strong focus on decentralized and hybrid trial models. The company's commitment to patient safety and innovation is reflected in their over 26,000 trials and involvement in numerous new drug approvals.

📋 Description

• Provide front-line support to customers via phone, email, fax, and other communication channels for assigned product lines • Obtain demographic and visit information for incoming customer interactions and resolve outstanding issues within established service levels • Maintain accurate and complete client, site, and patient information within company databases and systems • Troubleshoot equipment setup, hook-up, transmission, and product usage issues, escalating complex concerns as appropriate • Process re-supply requests, report requests, and product-related inquiries in a timely and efficient manner • Monitor transmission and fax failures and ensure prompt delivery of required information • Identify and report clinical irregularities and system malfunctions to the appropriate stakeholders • Respond to customer inquiries and provide timely technical information and guidance • Collaborate with on-site and remote teams to resolve customer concerns and improve the customer experience • Maintain production, quality, and performance metrics established by Customer Care Management • Provide recommendations regarding product setup, usage, and troubleshooting best practices • Support query resolution activities related to clinical applications and associated programs • Perform additional duties and responsibilities as assigned.

🎯 Requirements

• High school diploma • Minimum 2 years of experience in a call center, customer service, help desk, technical support, or similar customer-facing support environment required • Previous IT help desk or technical support experience preferred • Strong technical aptitude with the ability to troubleshoot hardware, software, and transmission-related issues • Demonstrated customer service experience in a fast-paced environment • Ability to work independently and take initiative to resolve issues effectively • Excellent verbal and written communication skills with the ability to represent Clario, a part of Thermo Fisher Scientific professionally • Ability to manage challenging situations with patience, professionalism, and a customer-focused approach • Working knowledge of Microsoft Office applications • Experience supporting pharmaceutical, clinical research, healthcare, or medical device environments preferred • Flexibility to work various shifts based on business needs • Fluency in English required; proficiency in Japanese, Spanish, French, or additional languages is highly desirable.

🏖️ Benefits

• Health insurance • Professional development opportunities