[Hiring] Technical Customer Support Representative @Medrio

Role Description

Medrio is looking for an enthusiastic and talented individual with a passion for providing a positive customer experience. Our team is focused on results and maintains a high customer satisfaction rating. The role of the Technical Support Representative is to help maintain and bolster customer happiness. This entry-level position will enable you to learn best practices in customer service, operations, gain expert-level product and industry knowledge, interact with all internal teams and get in on the ground floor with a growing company. Medrio's strong commitment to customer success will provide you with a unique opportunity to become an integral part of Medrio's continued growth.

• Receiving, responding to, tracking and directing technical support calls and e-mails from our customers
• Managing support case details in case tracking system
• Prioritize incoming cases in a high-volume, fast-paced environment
• Acting as support for the sales team, including study management and various marketing tasks
• Various tasks for QA support
• Other duties as assigned

Key Metrics for a Technical Support Representative (Measured Quarterly):

• Customer Satisfaction Score (over 90%)
• First Contact Resolution (Over 25% of cases)
• Case Resolved in 1 Business Day (70% of cases)
• Case Resolved in 3 Business Days (93%)
• Average workload of approximately 7-10 Technical Support cases/day

First 30/60/90 Days:

• First month is on-boarding, and beginning to take administrative-level tickets to learn workflows and systems
• Second month we are working in more difficult tickets and answering the phone
• At the end of 60 days, on-boarding is complete, and are being evaluated against Key Metrics
• By the end of 90 days, TSR is considered fully ramped and beginning to take on other duties as assigned.

Qualifications

• Flexibility to work schedule aligned with Asia Pacific region when required
• Bachelor's degree or equivalent combination of education and experience
• Experience with phone and e-mail support
• Excellent communications skills, both written and oral
• Experience giving presentations, training, or related activity
• Experience with Salesforce, SaaS technology, software support

Requirements

• Salary range: $58,000 - $67,000

Benefits

• Great benefits: We offer medical, dental, vision, and life/LTD insurance, and we cover 100% of our employees’ health insurance premiums and 50% of dependent premiums.
• Wellness: Medrio values our staff’s well-being. To prove it, we promote an atmosphere of work/life balance, including flexible work schedules and locations.
• Weekly company-wide standup.