Job: Customer Support Analyst

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Title Customer Support Analyst
Salary 45K
Location MA, OR, Tokyo
Job Information

Our client is a global software company which develops innovative clinical trials  This position will report to Director, Customer Excellence.  Salary range is $4a5K plus benefits.  Our client would like to fill this position either in Boston, MA, Portland, OR or Tokyo, Japan.

 Great opportunity for candidates who would like to challenge the healthcare industry in the fast-paced high tech company.

RESPONSIBILITIES

The Sponsor Support Analyst will provide sponsor support to the internal sponsor study team after the study is deployed to production.  The Sponsor Support Analyst is responsible for the following:

  • Receive sponsor emails for troubleshooting and assistance
  • Responsible for operational monitoring of studies in production
  • Main sponsor contact post Go-Live
  • Escalation point for PSS Group
  • Manage Sponsor Desk
  • Provide QC and Validation assistance where needed
  • Produce study-specific status reports as requested
  • Collaborate with Director, SCEs and Delivery team to provide data status updates and resolving data issues
  • Support data management activities for multiple study protocols
  • Escalate issues appropriately
  • Ensure accuracy, quality and timeliness of all work completed for study assignments
  • Maintain a positive, results oriented work environment, and modeling teamwork, communicating to the team in an open, balanced, and objective manner
  • Strong collaboration skills
  • Ensure communication are properly documented in any JIRA or Event Tracking tool
  • Be available to assist with critical issues during off hours if needed
  • Participate in client meetings, as required
  • Ability to identify and solve technical problems independently
  • Manage client open requests, and communicate status with all interested parties

REQUIREMENTS

  • Bilingual in Chinese (Mandarin) and English
  • BA/BS degree
  • 1-2 years of customer service experience
  • Excellent communication and listening skills
  • Strong written and verbal communication skills as well as with the ability to facilitate discussion of system requirements with coworkers.
  • Motivated to work in a fast paced constantly changing environment

 

REQUIREMENTS

  • Bilingual in Chinese (Mandarin) and English
  • BA/BS degree
  • 1-2 years of customer service experience
  • Excellent communication and listening skills
  • Strong written and verbal communication skills as well as with the ability to facilitate discussion of system requirements with coworkers.
  • Motivated to work in a fast paced constantly changing environment

 

REQUIREMENTS

  • Bilingual in Chinese (Mandarin) and English
  • BA/BS degree
  • 1-2 years of customer service experience
  • Excellent communication and listening skills
  • Strong written and verbal communication skills as well as with the ability to facilitate discussion of system requirements with coworkers.
  • Motivated to work in a fast paced constantly changing environment

 

 

 

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