Is your career in its prime? It could be!

YPrime's Customer Experience team is looking for a Customer Care Agent to provide Tier 1 support to users of the YPrime systems by fielding inbound inquiries and utilizing proactive communication as necessary. This is a shift-based role and the expectation is that this individual will work from 10:00 AM to 6:00 PM EST. You’ll be based Remotely or in our Malvern, PA headquarters or Raleigh, NC office.

At YPrime, we help our clients in the pharma and biotech industries to collect data from patients using mobile devices, assign patients to study treatment groups, and dispense clinical trial drugs and supplies using web apps. We’re supporting life-altering research, one project at a time.

Does our mission sound like something you can get behind? If so, here’s what we need from you:

• Proficient in MC Office applications
• Thrive in a fast-paced dynamic environment
• A team player who puts the success of the team first
• Motivated by helping clients and finds satisfaction in helping to resolve the issues of others
• A resourceful problem-solver who seeks out effective and efficient solutions
• Even keeled, not easily ruffled under pressure
• Savvy with technology
• Strong verbal and written communication skills
• Strong organizational and time management skills
• Ability to identify and solve problems in an efficient and effective manner
• Ability to work independently with little to no supervision
• A strong sense of personal accountability
• Extreme detail orientation
• Commitment to follow-through
• A positive attitude
• Adaptability and quick learner
• A team-oriented and collaborative spirit

Have these things too? Even better!

• Experience in a call center environment preferred
• Prior technical support experience, especially in healthcare, life sciences, or related field
• Multilingual skills

Here are some more details about the job:

• You’ll provide support to system users in multiple countries via telephone and email
• You’ll follow up with customers to ensure full resolution
• You’ll clearly document all communication with system users
• You’ll escalate system issues to Tier 2 (Customer Care Analysts) when necessary for a resolution
• You’ll provide the highest level of support to users of the systems by fielding inbound inquiries and utilizing proactive communication as necessary
• You’ll effectively manage issues and the escalation of issues and eventual resolution within agreed-upon SLA’s
• You’ll perform other related duties as required

What are the YPrime Perks?

• Comprehensive benefits package largely subsidized by YPrime
• 401(k) with company match
• Friendly, smart, passionate, and hard-working coworkers
• Opportunities for professional growth and advancement

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