Customer Care Agent - 6:00pm - 2:00am EST at YPrime

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.

Is your career in its prime? It could be!

YPrime’s Customer Care team is looking for a Customer Care Agent. As a Customer Care Agent, you would be responsible supporting customers between the hours of 6:00pm - 2:00am EST. At YPrime, we help our clients in the pharma and biotech industries 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:

Proficient in MS Office Applications
Experience in a call center environment preferred

Have these things too? Even better!

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
Prior technical support experience preferred, especially in healthcare, life sciences or related field
Multilingual skills are a plus

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 build professional rapport with internal and external clients by demonstrating empathy and strong communication skills
You'll follow up with customers to ensure full resolution, providing timely updates of progress along the way
You'll clearly document all communication with system users
You'll escalate system issues to Customer Care Analysts when necessary for resolution
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 SLA's
You'll perform other duties as required

What are the YPrime Perks?

Generous paid time off
Comprehensive benefits package largely subsidized by YPrime
401(K) with company match
Flexible working arrangements with an emphasis on work/life balance
Friendly, smart, passionate, and hardworking coworkers
Opportunities for professional growth and advancement

Life at YPrime

YPrime offers more than a decade of focused work with eclinical systems to expedite and improve the quality of patient management, clinical supplies, drug accountability and clinical data. Cloud-based interactive response technology (IRT) and electronic clinical outcome assessment (eCOA) platforms offer sponsors greater speed, precision and integration in clinical trial management.

Our data services and tools help sponsors bring together fragmented clinical research data into contextual information they can act on. YPrime's technology and service offerings enable sponsors to move faster and more efficiently to their next development milestone.

Our mission is simple: To support our clients in the timely and accurate completion of innovative research that gets them to the next stage in their drug development projects.

Services and Products: -IRT -eCOA -ePRO -Consult -eMVR -eCSF -Business Process Analysis -Business Intelligence -Data Integration -Technology Services -Content and Document Management -Training

Thrive Here & What We Value

Generous paid time off

Comprehensive benefits package largely subsidized by YPrime

Flexible working arrangements with an emphasis on work/life balance

Friendly, smart, passionate, and hardworking coworkers

Opportunities for professional growth and advancement

401(k) with Company Match