General Information

Location: Tokyo, Japan

Organization: Medavante-Prophase, Inc

Job Type: Full Time - Regular

Description and Requirements

The Client Support Specialist provides exceptional Tier 1 and Tier 2 level support to external MedAvante-ProPhase customers. 

EDUCATION REQUIREMENTS:
  • Bachelor’s degree in life science preferred, or certification in a related allied health profession from an appropriately accredited institution and clinical trial experience (e.g., nursing certification, medical or laboratory technology).

QUALIFICATIONS/EXPERIENCE:
  • Minimum of 1-year clinical trial experience or related experience and/or training in a clinical service environment required.
  • Strong customer service and clear and concise verbal communication skills. This includes the ability to ask questions, understand customer issues as well as the ability to communicate/translate technical concepts and instructions to non-technical customers.
  • Demonstrated technical problem-solving capabilities.
  • Ability to work in a fast-paced environment and successfully prioritize multiple work requests and/or projects simultaneously.
  • Possess strong analytical and problem-solving skills.
  • Ability to learn new technical skills and processes quickly.
  • Ability to work with cross functional business groups.
  • Possess excellent interpersonal skills and attention to detail.
  • Proficient in Microsoft office.
  • Call Center experience in a clinical service environment a plus.
  • Technical certifications and/or training a plus.

ESSENTIAL DUTIES/RESPONSIBILITIES:
  • Provides real-time assistance to external customers by answering inbound calls and e-mails, determine customer problems through asking appropriate questions.
  • Investigate, resolve and escalate issues to the appropriate internal team member.
  • Log calls and resolutions through our internal issue management system.  Train and stay current on all present and future internal systems and devices.
  • Serve as a subject matter expert on our internal systems to support MedAvante clinicians, investigative sites and project activities.
  • Work in a team environment supporting a 24 x 5 call center.
  • Assist in daily operations including, but not limited to, telephone and email support, diagnosing problems and completing regularly scheduled activities.
  • Ability to work flexible hours to provide support on a global basis as needed.
  • Ability to work on call, holidays and weekends as needed.
  • Responsiveness to e-mails, messages or internal/intra departmental requests required.
  • May be required to schedule and/or initiate clinical assessments.
  • May be required to enter clinical assessment data points and personnel into one or more systems.
  • May be required to support Project teams with system updates and configurations.

ABOUT US:
MedAvante-ProPhase, a member of the WIRB-Copernicus Group (WCG,) is a global provider of specialty solutions in clinical trials. Our goal is to optimize the selection, use, and analysis of behavioral endpoints to mitigate trial risk and maximize the likelihood of study success. Through collaboration and evidence-based innovation, we work to transform measurement science in clinical trials and improve outcomes for all stakeholders. Our services support all measurement-related activities in clinical trials and include eCOA and Endpoint Surveillance, Rater Qualification and Training, and Study Start-Up Support. By partnering with Sponsors, CROs and sites, and using a risk-based approach, we deliver services that are highly customized to study needs and adapted regionally for global trials.