Customer Care Agent - 11:00am - 7:00pm EST

At YPrime, we help our clients in the pharma and biotech industries to collect data from patients using mobile devices, assign patients to study treatment groups, and dispense clinical trial drugs and supplies using web apps.  We’re supporting life-altering research, one project at a time.

Is your career in its prime? It could be!

YPrime’s Customer Care team is looking for a Customer Care Agent. As a Customer Care Agent, you would be responsible supporting customers between the hours of 11:00 AM - 7 PM ET. . You’ll be based in our Raleigh, North Carolina office. At YPrime, we help our clients in the pharma and biotech industries collect data from patients using mobile devices, assign patients to study treatment groups and dispense clinical trial drugs and supplies using web apps. We’re supporting life-altering research, one project at a time.

Does our mission sound like something you can get behind? If so, here’s what we need from you:

• Proficient in MS Office Applications


• Experience in a call center environment preferred

Have these things too? Even better!

• Thrives in a fast-paced, dynamic environment


• A team player who puts the success of the team first


• motivated by helping clients and finds satisfaction in helping to resolve the issues of others


• A resourceful problem-solver who seeks out effective and efficient solutions


• Prior technical support experience preferred, especially in healthcare, life sciences or related field


• Multilingual skills are a plus

Here are some more details about the job:

• You'll provide support to system users in multiple countries via the telephone and email


• You'll build professional rapport with internal and external clients by demonstrating empathy and strong communication skills


• You'll follow up with customers to ensure full resolution, providing timely updates of progress along the way


• You'll clearly document all communication with system users


• You'll escalate system issues to Customer Care Analysts when necessary for resolution


• You'll provide the highest level of support to users of the systems by fielding inbound inquiries and utilizing proactive communication as necessary


• You'll effectively manage issues and the escalation of issues, and eventual resolution within agreed-upon SLA's


• You'll perform other duties as required

What are the YPrime Perks?

• Generous paid time off


• Comprehensive benefits package largely subsidized by YPrime


• 401(K) with company match


• Flexible working arrangements with an emphasis on work/life balance


• Friendly, smart, passionate, and hardworking coworkers


• Opportunities for professional growth and advancement