Technical Customer Support Representative

At Medrio, our purpose is to save 1,000,000 lives by providing clinical researchers with the software tools necessary to chase the next breakthrough in public health. Our success is defined by our customers’ ability to accelerate their research, eliminate hurdles, and maximize their return on investment. We’re committed to supporting our customers (primarily sponsors and CROs in early phase pharma, medical device, and diagnostic clinical research) along their journey of medical discovery.
Medrio is looking for an enthusiastic and talented individual with a passion for providing a positive customer experience. 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.
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.