Medable Looking for Customer Care Consultant – Remote at Palo Alto, CA Full Time

Company Description
Medable’s mission is to get effective therapies to patients faster. We provide an end-to-end, cloud-based platform with a flexible suite of tools that allows patients, healthcare providers, clinical research organizations and pharmaceutical sponsors to work together as a team in clinical trials. Our solutions enable more efficient clinical research, more effective healthcare delivery, and more accurate precision and predictive medicine. Our target audiences are patients, providers, principal investigators, and innovators who work in healthcare and life sciences.
Our vision is to accelerate the path to human discovery and medical cures. We are passionate about driving innovation and empowering consumers. We are proactive, collaborative, self-motivated learners, committed, bold and tenacious. We are dedicated to making this world a healthier place.

• Creates the best customer support experience in the industry for all Medable users
• Supports inbound calls and emails from patients, internal/external customers, sponsors, and vendors
• Strives for first call resolution and provides tier 2 level of service in complex clinical trial study projects
• Supports high visibility clients with the goal of delivering the highest quality, cutting edge customer care in the industry
• Becomes an expert in Medable’s product offerings and device technologies
• Develops and maintains strong customer relationships
• Effectively uses Medable’s software and other systems and solutions required to support customers and projects
• Has in-depth understanding and knowledge of Medable’s software and the use cases of Medable’s solution in the market
• Other duties as assigned

Qualifications

• 1 year working in Customer Support/Technical Support
• 1 year experience with clinical trial (ePRO, EDC, mobile) software and hardware (ePRO, EDC, etc) solutions
• 1 year experience working in the clinical trial industry
• Has an absolute passion for the support and well being of every single patient and site staff in every trial Medable supports
• Experience with Salesforce, ZenDesk, Jira or other similar help desk software
• Strong interpersonal skills and leadership
• Excellent communicator both orally and in writing
• High technical aptitude
• Team player
• Strong experience in mobile technology – troubleshooting, operating systems, connectivity

Minimum Level of Education:

• Bachelor’s degree or a combination of education and experience

Preferred Degree/Certification:

• Bachelor’s degree in science, business or health-related degree

Software Skills:

• Microsoft Office Suite, Google Suite, Jira, Smartsheets

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Additional Information

Medable, Inc provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
U.S. employees and contractors, and International workers with travel to the U.S. must have a willingness and ability to provide proof of completed COVID-19 vaccination prior to start date. All strongly held beliefs, religious, medical, and other legally recognized exemptions regarding vaccination status will be considered.

Job Type: Full-time