Customer Support Associate; 2nd Shift

2nd Shift Hours are 2pm - 10pm Eastern Time.

• Work with customers 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.
• Follow established procedures and guidelines and provide suggestions to help drive positive process improvements.
• Handle calls from new and existing customers regarding a variety of requests, fulfill requests, and maintain the database.
• Troubleshoot issues by clarifying, researching, implementing solutions, and escalating unresolved problems.
• Ensure communication is properly documented in the Event Tracking tool.
• Provide off‑hours coverage on a predetermined schedule supplied by the Lead or Senior Customer Support Associate.
• Provide coverage on weekend, holidays, and overtime as needed and/or as scheduled by the Lead or Senior Customer Support Associate.
• Work in the event of any service outages (e.g., power, phone, internet).
• Participate in all required job training and development courses and seminars.
• Assist with system testing.

• Experience as a services provider.
• Customer service, troubleshooting, and problem resolution skills.
• Excellent interpersonal skills, integrity, superb attention to detail, motivation to work and learn independently, and ability to work well in a team environment.
• Familiarity with clinical trials is desired, but not required.

The candidate must possess a high school diploma or equivalent, and 2‑4 years of relevant customer service experience. Pursuing a degree in healthcare, computer science, business, communication, or information technology, equivalent experience, or diploma is a plus.

$18/hr – $22/hr the salary range is a good‑faith estimate of the base pay for this role and is provided to comply with applicable laws and regulations. The actual base salary will depend on the candidate’s location, qualifications, experience, and skills.

• Health, dental, and vision benefits
• Four weeks paid vacation
• FSA and Dependent Care Accounts
• Company‑paid disability and life insurance
• Global mental health benefit
• Generous 401(k) 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.