Technical Customer Support Representative
Key Skills for This Role
Full Job Posting
Essential Duties and Responsibilities
- 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 30/60/90 Days
- 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.
- Skills/Areas of 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
- Salary range: $58,000 - $67,000
About Medrio
At Medrio, we look for smart, capable, and conscientious people to help us expand our product capabilities, grow our business, and better serve our customers. Our employees love working for us because they get to develop, market, and sell a product that advances human health, and they enjoy many perks, including
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.
The Medrio team is made up of individuals with a wide array of skills and interests, but all have a passion for providing the best possible user experience for our customers. We value collaboration, ingenuity and creating a culture of excellence!
To see detailed information on the data we collect during the application process, and how Medrio complies with data privacy laws, visit our Careers page.
About Medrio
Medrio is a private clinical-trial software company serving pharmaceutical, biotech, medical-device, diagnostics, animal-health, and CRO teams.
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