4G Careers

Customer Support

Customer Support Associate 

4G Clinical is hiring Customer Support Associates for our Wellesley, MA office.

The primary responsibility of the Customer Support Associate is working with our customers to ensure their needs are managed to the highest level of satisfaction and any issues or problems are addressed promptly and professionally to retain business.  

  • Learn and apply the best practices for Customer Excellence.
  • Follow established procedures and guidelines and provide suggestions to help drive positive process improvements.
  • Serves customers by answering inquiries, fulfilling requests and maintaining database.
  • Responsible for handling calls from new and existing customers regarding a variety of requests.
  • Respond to customer needs in a timely manner and takes immediate action to address issues as they arise.
  • Troubleshoot issues by clarifying, researching, implementing solutions and escalating unresolved problems.
  • Ensure communication is properly documented in the Event Tracking tool.
  • Provide off hours coverage on a predetermined schedule supplied by the Lead or Sr. Customer Support Associate.
  • Provide coverage on weekends, holidays and OT as needed and/or as scheduled by the Lead or Sr. Customer Support Associate.
  • Ability to work in the event of any services outages ie power, phone, internet etc.
  • Perform other duties as identified by the Lead or Sr. Customer Support Associate.
  • Participate in all required job training and development courses and seminars.
  • Assist with system testing.

Required Experience:
The primary position requires experience as a services provider. The following skills are essential; customer service, troubleshooting and problem resolution. The candidate must also have excellent interpersonal skills and integrity, superb attention to detail, motivation to work/learn independently, ability to work well in a team environment. Familiarity with clinical trials is desired, but not required.

Education and/or Certification Requirements:
This position requires a high school diploma or equivalent as well as 2-4 years of relevant customer service experience. Currently pursuing a degree in healthcare, computer science, business, communication or information technology field, or equivalent experience or diploma is a plus.

Other Skills / Requirements:
Motivated to work in a fast paced constantly changing environment. Excellent interpersonal skills and ability to work well in a virtual team environment. Strong organizational skills and the ability to meet goals with accuracy.


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