General Information

Location: Santee, CA

Organization: Medavante-Prophase, Inc

Job Type: Full Time - Regular

Description and Requirements

Our IT Customer Support Specialists provides exceptional Tier-2 level support to internal users and external MedAvante-ProPhase clients. The Client Support Specialist may provide assistance or train less experienced Tier-1 support specialists on the handling of complex technical issues.  Internally, this position is call a Client Support Specialist.  


To be considered for U.S.-based positions unless currently employed by WCG, where permitted by applicable law (including any applicable reasonable accommodation, medical or religious exemption), candidates must have received or be willing to receive the COVID-19 vaccine by start date.

Location: Remote, but we are looking for applicants who live in either the PDT or MDT time zones.  

Education Requirements: 

  • Bachelor’s Degree preferred. Certifications and/or training in a systems/technical support profession from an appropriately accredited institution.

Qualifications / Experience:

  • Minimum of 2 years experience and/or training in a client and technical support environment required.  Call Center experience in a clinical trial and/or clinical service environment a plus.
  • Strong customer service with clear and concise written/verbal communication skills.  This includes the ability to ask questions, understand customer issues, as well as the ability to translate concepts and communicate technical instructions to non-technical customers.
  • Demonstrate 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 traits with the ability to learn new technical skills and processes quickly with and without supervision.
  • Ability to work with cross-functional business groups.
  • Possess excellent interpersonal skills and attention to detail.
  • Proficient in Microsoft Office.
  • May be asked to occasionally work flexible hours, holidays and/or weekend to provide support on a global basis
  • Ability to work on call, as needed.

Essential Duties & Responsibilities: 

  • Provides real-time assistance to internal staff and external clients by answering inbound calls, e-mails, and determine customer problems through asking appropriate questions.
  • Investigate, resolve, and escalate issues to the appropriate internal team member.
  • Serve as a subject matter expert on our internal systems to support the company’s clinicians, investigative sites, Tier-1 helpdesk agents, and project activities.
  • Assist in daily operations including, but not limited to, telephone and email support, diagnosing problems and completing regularly scheduled activities.
  • Log calls and resolutions through our internal issue management system.
  • The shift we are hiring for at this time is 11:30 AM – 8 PM EST.  This department supports a 24x5 call center. 
  • May be required to schedule and/or initiate clinical assessments, enter clinical assessment data points and personnel into one or more systems.
  • May be required to support Project Teams with system updates and configurations.
  • May be required to update, track, and maintain study-specific trial management tools/systems.
  • May be required to setup and maintain study files (study specific, investigator, etc.).
  • May be required to guides site staff through the company’s training process from initial rater qualification to training completion.

About Us:

MedAvante-ProPhase, a member of 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.