Experienced Customer Service Agent – Clinical Trials Support and Troubleshooting for Global End Users in a Fast-Paced Remote Environment

Join the Team at blithequark: Where Critical Thinking Meets Exceptional Customer Service

At blithequark, we're dedicated to making a positive impact on the world by leveraging our critical thinking skills to resolve complex issues. As a leading organization in the clinical trials industry, we're seeking a highly skilled and motivated Customer Service Agent to join our team. If you're passionate about fact-finding, interacting with people from diverse backgrounds, and providing top-notch support, we want to hear from you!

About blithequark and the Industry

blithequark operates at the forefront of clinical trials support, providing cutting-edge software applications to facilitate medical research and innovation. Our team is committed to delivering exceptional customer service, ensuring seamless user experiences, and driving business growth through technical expertise and collaboration. As a Customer Service Agent at blithequark, you'll play a vital role in supporting end users, troubleshooting issues, and contributing to the success of our clients.

Key Responsibilities:

• Provide exceptional support and troubleshooting for end users of our clinical trials software applications, ensuring prompt and effective resolution of technical issues.
• Document all call information according to QA and internal standard operating procedures, maintaining accurate records and facilitating continuous improvement.
• Monitor team mailbox emails and document according to procedures, ensuring timely responses to customer inquiries and concerns.
• Maintain confidentiality as appropriate at all times, handling sensitive information with discretion and professionalism.
• Adhere to departmental procedures for all emergencies, demonstrating a commitment to safety and regulatory compliance.

Requirements and Qualifications:

Essential Qualifications:

• College degree in a relevant field (preferred) and at least one year of applicable experience in customer service, technical support, or a related field.
• Strong computer experience with Microsoft Office products and familiarity with SharePoint, as well as strong troubleshooting skills.
• Excellent written and verbal English communication skills on a professional level, with strong phone skills.
• Bilingual skills in Spanish, French, and/or Japanese are a plus, but not required.
• Strong commitment to customer service, with a focus on delivering exceptional user experiences.
• Critical thinking and analytical skills to resolve daily issues effectively.

Preferred Qualifications:

• Background investigation and drug screen required.
• Ability to work remotely within a 50-mile radius of Indianapolis and travel to client sites for urgent situations.

Work Environment and Culture:

At blithequark, we pride ourselves on fostering a dynamic and inclusive work environment that encourages collaboration, creativity, and growth. As a remote-friendly organization, we offer flexible work arrangements to support work-life balance. Our team is committed to delivering exceptional customer service and driving business success through technical expertise and innovation.

Shift Details:

• SECOND OR THIRD SHIFT (5PM - 1AM OR 9PM - 5AM).
• FLEX WEEKENDS (availability to work weekends as needed).
• Training will be hands-on for approximately the first 6 months (could be shorter/longer) from 8 am – 5 pm EST, Monday – Friday.

Career Growth Opportunities and Learning Benefits:

At blithequark, we're committed to developing our team members' skills and supporting their career growth. As a Customer Service Agent, you'll have access to ongoing training and development opportunities, including:

• Technical skills training to enhance your expertise in software applications and troubleshooting.
• Customer service training to refine your communication and problem-solving skills.
• Leadership development opportunities to take on new challenges and responsibilities.

Compensation, Perks, and Benefits:

We offer a competitive compensation package and comprehensive benefits to support your well-being and financial security. Our benefits include:

• Competitive salary and opportunities for bonuses.
• Comprehensive health insurance and wellness programs.
• Retirement savings plan and employee stock purchase plan.
• Paid time off and holidays.

Why Join blithequark?

If you're passionate about delivering exceptional customer service, troubleshooting complex issues, and contributing to the success of a dynamic organization, we want to hear from you! At blithequark, we're committed to:

• Embracing diversity and inclusion in our workplace.
• Providing opportunities for growth and development.
• Delivering exceptional customer experiences.

As an equal opportunity employer, we welcome applications from diverse candidates and are committed to providing a barrier-free recruitment process. If you require reasonable accommodation or assistance during the application process, please contact our Global Recruiting organization at [email protected] or Toll Free: 888-560-1782 (Prompt 4).

Apply now to join our team and start making a positive impact on the world!