Technical Support Representative, Medrio
$50-60k
Decentralized clinical trial technology
Job no longer available
Decentralized clinical trial technology
201-500 employees
Job no longer available
$50-60k
201-500 employees
Company mission
To work towards a healthier world by offering full-service solutions to streamline research and improve clinical trials.
Role
Who you are
- Medrio is looking for an enthusiastic and talented individual with a passion for providing a positive customer experience
- Flexibility to work schedule aligned with Asia Pacific region when required
- Bachelor's degree or equivalent combination of education and experience
- Experience with phone and e-mail support
- Excellent communications skills, both written and oral
- Experience giving presentations, training, or related activity
- Experience with Salesforce, SaaS technology, software support
What the job involves
- Our team is focused on results and maintains a high customer satisfaction rating
- The role of the Technical Support Representative is to help maintain and bolster customer happiness
- This entry-level position will enable you to learn best practices in customer service, operations, gain expert-level product and industry knowledge, interact with all internal teams and get in on the ground floor with a growing company
- Medrio's strong commitment to customer success will provide you with a unique opportunity to become an integral part of Medrio's continued growth
- Receiving, responding to, tracking and directing technical support calls and e-mails from our customers
- Managing support case details in case tracking system
- Prioritize incoming cases in a high-volume, fast-paced environment
- Acting as support for the sales team, including study management and various marketing tasks
- Various tasks for QA support
- Other duties as assigned
- Key Metrics for a Technical Support Representative (Measured Quarterly):
- Customer Satisfaction Score (over 90%)
- First Contact Resolution (Over 25% of cases)
- Case Resolved in 1 Business Day (70% of cases)
- Case Resolved in 3 Business Days (93%)
- Average workload of approximately 7-10 Technical Support cases/day
- First month is on-boarding, and beginning to take administrative-level tickets to learn workflows and systems
- Second month we are working in more difficult tickets and answering the phone
- At the end of 60 days, on-boarding is complete, and are being evaluated against Key Metrics
- By the end of 90 days, TSR is considered fully ramped and beginning to take on other duties as assigned
Our take
Medrio provides a range of advanced electronic data capture and clinical tools to make it possible for healthcare organizations to achieve better outcomes in complex clinical trials.
The business offers analysis of the clinical trials field, and improves outcomes by recommending alternative providers if it can't deliver to a particular client. This is part of the ethos of trust and transparency that is at the heart of Medrio.
The platform helps to simplify workflows for both clinicians and patients, ensuring that goals can be achieved with greater regularity, regardless of whether healthcare companies are operating in traditional, hybrid, or fully virtual environments. Offering electronic data capture, patient-reporting outcomes, randomization and supply management, along with a range of professional services, Medrio delivers multiple clinical use cases.
Steph
Company Specialist
Insights
Company
Funding (2 rounds)
May 2017
$30m
LATE VC
Oct 2011
$2m
EARLY VC
Total funding: $32m
Company benefits
- An awesome, colorful HQ in downtown San Francisco with ping-pong, video games, and a kitchen full of healthy snacks
- Great benefits: We offer medical, dental, vision, and life/LTD insurance, and we cover 100% of our employees’ health insurance premiums and 50% of dependent premiums
- Wellness: Medrio values our staff’s well-being. To prove it, we promote an atmosphere of work/life balance, including flexible work schedules and locations
- Weekly company-wide standup
Company HQ
Financial District, San Francisco, CA
Articles
Leadership
Nicole DuPont Latimer
(CEO, not founder )Masters at University of Michigan. Manager at Deloitte, General Manager and Executive Director at The Advisory Board Company. President and CEO at StayWell, before becoming CEO at Medrio in August 2020.
Share this job