VeraSci is a company located in Durham that specializes in enabling clinical trials research through advanced technologies and neurocognitive measurement.
We combine innovative science and technology to advance and improve the clinical trials process for many leading pharmaceutical companies. Our flagship product, Pathway, is a fully customizable eCOA platform designed to accommodate multiple cognitive, clinical, and functional outcome measures and provides streamlined data collection, improves the quality of test results, and enables seamless and secure data transfer from clinical sites to our cloud-hosted portal.
We are recruiting for a customer service specialist. This position will provide technical support for all company software products. Candidates will act as the main point of contact for all study related support for clinical trial sites. Candidates will learn in-depth knowledge of the company devices used in the assessment of clinical trials. The support center staff will troubleshoot problems with our proprietary software as well as investigate solutions to any issues with devices supplied by the company. These responsibilities include the following:
Main Job Responsibilities
- Provides technical support for remote study sites with the goal of first phone call resolution
- Acts as the initial point of contact for all communication from external customers on study related issues
- Identify, triage and escalate situations requiring urgent attention
- Logs and tracks all support center interactions through resolution
- Analyzes call logs to spot trends and underlying issues
- Installs software and technology as required
- Provides new user and ongoing training on related systems
- Stay current with system information, changes, and updates
- Communicates with both internal and external customers to assure their needs are supported
Education and Experience
- Minimum of 2 years of experience within a customer support call center environment
- Previous Pharmaceutical or medical device industry experience is preferred
- Working knowledge of fundamental operations of relevant software, PC hardware set-up, and configuration
- Working knowledge of iPads is required
- Knowledge and experience of customer service practices (friendly demeanor, customer focused attitude)
- A “do it now” approach to problem solving
- Ability to communicate well with customers, peers, and management in a professional manner
- Ability to multi-task simultaneously with multiple projects and staff
- Capable of identifying and researching technology related issues and implementing solutions
- Ability to work independently and require minimal guidance
- Self-motivated with the ability to work in a fast-paced environment
- MUST BE ABLE TO WORK on a night schedule, 1:00 am – 8:00 am SHIFT, Sunday to Friday
Submit resumes and cover letter with salary requirements to: hr@verasci.com