Technical Customer Support Representative

<p><span style="font-weight: 400;">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.&nbsp;</span></p> <p><span style="font-weight: 400;">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. &nbsp;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&nbsp;internal teams and get in on the ground floor with a growing company.&nbsp;Medrio's&nbsp;strong commitment to customer success will provide you with a unique opportunity to become an integral part of&nbsp;Medrio's&nbsp;continued growth.</span></p> <p><strong>Essential Duties and Responsibilities:</strong></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Receiving, responding to, tracking and directing technical support calls and e-mails from our customers</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Managing support case details in case tracking system</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Prioritize incoming cases in a high-volume, fast-paced environment</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Acting as support for the sales team, including study management and various marketing tasks</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Various tasks for QA support</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Other duties as assigned</span></li> </ul> <p><span style="font-weight: 400;">Key Metrics for a Technical Support Representative (Measured Quarterly):</span></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Customer Satisfaction Score (over 90%)</span></li> <li style="font-weight: 400;"><span style="font-