Provide front-line support to customers via phone, email, fax, and other communication channels for assigned product lines
Obtain demographic and visit information for incoming customer interactions and resolve outstanding issues within established service levels
Maintain accurate and complete client, site, and patient information within company databases and systems
Troubleshoot equipment setup, hook-up, transmission, and product usage issues, escalating complex concerns as appropriate
Process re-supply requests, report requests, and product-related inquiries in a timely and efficient manner
Monitor transmission and fax failures and ensure prompt delivery of required information
Identify and report clinical irregularities and system malfunctions to the appropriate stakeholders
Respond to customer inquiries and provide timely technical information and guidance
Collaborate with on-site and remote teams to resolve customer concerns and improve the customer experience
Maintain production, quality, and performance metrics established by Customer Care Management
Provide recommendations regarding product setup, usage, and troubleshooting best practices
Support query resolution activities related to clinical applications and associated programs
Perform additional duties and responsibilities as assigned.

High school diploma
Minimum 2 years of experience in a call center, customer service, help desk, technical support, or similar customer-facing support environment required
Previous IT help desk or technical support experience preferred
Strong technical aptitude with the ability to troubleshoot hardware, software, and transmission-related issues
Demonstrated customer service experience in a fast-paced environment
Ability to work independently and take initiative to resolve issues effectively
Excellent verbal and written communication skills with the ability to represent Clario, a part of Thermo Fisher Scientific professionally
Ability to manage challenging situations with patience, professionalism, and a customer-focused approach
Working knowledge of Microsoft Office applications
Experience supporting pharmaceutical, clinical research, healthcare, or medical device environments preferred
Flexibility to work various shifts based on business needs
Fluency in English required; proficiency in Japanese, Spanish, French, or additional languages is highly desirable.

Customer Care Representative

Key skills