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
About Medrio:
Medrio's SaaS offering is a key component in the pipeline of getting lifesaving drugs to the people who need them. We automate the clinic trial process and offer significant advantages over the competition: 75% lower cost, setup in days rather than months, and much better ease of use. Founded in 2005 we are privately owned, profitable, and are currently experiencing geometric growth in terms of customers, revenue, and employees. We believe in wellness! Medrio covers the cost of employee premiums for medical, dental, vision, life and LTD insurance, gym membership, and we promote an atmosphere of work/life balance, including flexible work schedules and unlimited PTO.
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 are looking for smart, collaborative, creative, and conscientious people to help us expand our product capabilities and better serve our customers.
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.
Salary Range: $50,000 - $60,000
What We Do
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Medrio delivers integrated eClinical software designed specifically for pharmaceutical, biotech, medical device, diagnostics, and animal health markets. Our innovative electronic data capture (EDC), eSource, eConsent, and ePRO products empower our customers to reduce costs and timelines so that CROs can increase their trial volume and sponsors can bring products to regulatory submission faster.
Since our founding in 2005 as the first cloud-based EDC system, we’ve become known throughout the market for our easy-to-use solutions and for delivering speed and simplicity to our customers’ clinical trials. Medrio users can build their databases in an average of 2.8 weeks with no programming required, make mid-study changes with just a few clicks of a mouse, and much more. Our innovative software, as well as the robust and flexible training, onboarding, and support resources we provide our customers, have earned us a 98% customer satisfaction rating.
Medrio is the market leader in early phase trials and serves over 600 customers globally, with headquarters in San Francisco and offices across the United States, Europe, and Asia.
Visit medrio.com for more information.
