Customer Support Associate; 2nd Shift

Position: Customer Support Associate (2nd Shift)
4G Clinical is honored to be part of Fast Company's 2020 Best Workplaces for Innovators list, citing businesses and organizations that demonstrate a deep commitment to encouraging innovation at all levels. 4G Clinical came in at #8 for its dedication to building a culture that fuels innovation, curiosity, and the spirit of experimentation in all facets of the business from product development and brand to services and staffing.

We were also voted one of the 2018 Best Places in Health Care & Biopharma by Great Place to Work and FORTUNE.

About Us

4G Clinical is a global leader in randomization and trial supply management (RTSM) and supply forecasting optimization software for the life sciences industry, offering the only fully cloud-based, 100% configurable and flexible solutions utilizing natural language processing (NLP) to accelerate clinical trials. 4G Clinical is headquartered in the Boston Biotech corridor of Wellesley, MA, with offices in Europe and Asia.

For U.S.

-based candidates, we offer compelling benefits to our employees, including:

* 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 401k 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.

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

The Customer Support Associate is responsible for the following:

* Work with our 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.

* Responsible for handling calls from new and existing customers regarding a variety of requests, fulfilling requests, and maintaining 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 OT as needed and/or as scheduled by the Lead or Senior Customer Support Associate.

* Able to work in the event of any services outages i.e. power, phone, internet etc.

* Participate in all required job training and development courses and seminars.

* Assist with system testing.

This JOB description should not be deemed all-inclusive. Additional requirements and expectations may be assigned. At all times, employees are expected to adhere to company policies and company SOPs