Customer Support Associate

Customer Support Associate - Japanese/Chinese Speaking
Work Hours

• Required shift: 5:00 AM – 1:00 PM
• Must be available Monday through Friday, with flexibility to work holidays and weekends as needed

Compensation

• 34,000 Euros annually

RESPONSIBILITIES

• Work with our customer bases and in particular our Japanese and/or Chinese customer base to provide technical support relating to the Prancer application's features and functionalities, to ensure their needs are managed to the highest level of satisfaction and any issues or problems are addressed promptly and professionally to retain business.
• Provide Unblinding Support, perform unblinding procedures for sensitive user data as required for specific client support needs.
• Fluent speaker of Japanese and/or Chinese and professional-level proficiency in English.
• Communicate complex technical concepts clearly and concisely in the system user's language.
• Assist in creating and translating IT user support documentation, FAQs, and user guides into Japanese or Chinese.
• Complete specialized training to gain deep expertise in the Prancer application's features and functionalities, including understanding the Prancer application's UI and Admin UI to provide higher-level technical support and guidance for the Prancer system.
• Responsible for handling calls from new and existing customers regarding a variety of requests.
• Respond to customer needs in a timely manner and take immediate action to address issues as they arise.
• Troubleshoot customer requests by clarifying, researching, implementing technical support solutions, and escalate High or Urgent requests as needed.
• Ensure communication is properly documented in the Event Tracking tool.
• Perform other duties as identified by the CSA III, CCA, Manager or Director.
• Participate in all required job training and development courses and seminars.
• Assist with system testing.

REQUIREMENTS

• Education: High school diploma or equivalent required. Currently pursuing or holding a degree in healthcare, computer science, business, communication, or information technology, or equivalent experience/diploma is a plus.
• Experience: 2–4 years of relevant customer service experience in a professional setting, ideally in a technical or life sciences environment.
• Language Proficiency: Native-level fluency in Japanese and/or Chinese and professional-level proficiency in English (written and spoken) required.
• IT proficiency: Demonstrated ability in customer service, troubleshooting, and problem resolution.
• Collaboration: Strong interpersonal skills with proven ability to work independently as well as in a team environment.
• Attention to Detail: Track record of accuracy, thoroughness, and accountability in work.
• Clinical Trials: Familiarity with clinical trials preferred, but not required.
• Hours: Willing to work 5 AM to 1 PM shift, Monday through Friday.

Other Skills/Requirements

• Motivated to work in a fast paced constantly changing environment.
• Excellent interpersonal skills and ability to work well in a virtual team environment.
• Strong organizational skills and the ability to meet goals with accuracy.
• Excellent listening, oral and written communication skills.
• The ability to escalate in a professional manner.
• Strong working knowledge of MAC or Windows Applications.
• Professional phone presence.

4G Clinical is proud to be an Equal Opportunity Employer, and it is foundational to how we recruit and hire our talented team. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by applicable law.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Information Technology, Customer Service, and Administrative

Industries

• Biotechnology Research, Software Development, and Pharmaceutical Manufacturing

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