Customer Care Analyst 6 August, 2019

Is your career in its prime?  It could be!

YPrime is looking for a Customer Care Analyst (11am-7pm shift) to provide support to system users in multiple countries.  In this role you will provide the highest level of support to users of the YPrime systems by fielding inbound inquiries and utilizing proactive communication as necessary. You’ll work from our Sandwich, Kent office in Discovery Park.  At YPrime, we help our clients in the pharma and biotech industries to collect data from patients using mobile devices, assign patients to study treatment groups and dispense clinical trial drugs and supplies using web apps.  We’re supporting life-altering research, one project at a time.

Does our mission sound like something you can get behind?  If so, here’s what we need from you:

  • Bachelor’s degree preferred, but not required
  • Entry-level candidates will be considered
  • Proficient in MC Office applications
  • Ability to thrive in a fast-paced environment
  • Motivated by helping clients and find satisfaction in helping to resolve the issues of others
  • Resourceful problem solver who seeks out effective and efficient solutions
  • Ability to remain calm under pressure
  • Top notch verbal and written communication skills
  • Strong organizational and time management skills
  • A strong sense of personal accountability
  • Extreme detail orientation
  • A commitment to quality
  • Commitment to follow-through
  • A positive attitude
  • Ability to be a driver
  • Adaptability and quick learner
  • A team-oriented and collaborative spirit

Have these things too? Even better!

  • Experience in the biotech/pharmaceutical or the CRO industry
  • Experience with SaaS delivery
  • Database querying experience (I.e. MS SQL)
  • Prior customer support/technical support experience, especially in healthcare, life sciences, or related field
  • Multilingual skills

Here are some more details about the job:

  • You’ll provide support to system users in multiple countries via the telephone and email
  • You’ll clearly document all communication with system users
  • You’ll resolve user-reported issues and communicate resolution back to system user
  • You’ll escalate system issues to project teams when necessary for resolution
  • You’ll provide input on current support processes and suggest improvements
  • You’ll work collaboratively with application services project teams to ensure full understanding of details of each system they will be supporting
  • You’ll provide the highest level of support to users of the systems by fielding inbound inquiries and utilizing proactive communication as necessary
  • You’ll effectively manage issues and the escalation of issues and eventual resolution within agreed upon SLAs
  • You’ll effectively manage the data correction process following details workflows and ensuring appropriate approvals
  • You’ll efficiently and accurately manage first-level data corrections with the system database and/or front-end user interface
  • You’ll perform other related duties as required

What are the YPrime Perks?

  • Flexible working arrangements with an emphasis on work/life balance
  • Friendly, smart, passionate and hard-working coworkers
  • Opportunities for professional growth and advancement
  • Private Health Insurance
  • Uncapped PTO
  • Dental Insurance
  • Pension with match
  • Life, Critical Illness, and Income Protection Coverage

Apply now: www.yprime.com/careers

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