Customer Care Representative

At Clario, a part of Thermo Fisher Scientific, our purpose is to transform lives by unlocking better evidence. As a Representative, Customer Care, you will serve as the first point of contact for clients, sites, and patients, providing exceptional support across Cardiac Safety, Respiratory, and ePRO solutions. In this role, you will troubleshoot technical issues, coordinate customer requests, maintain accurate data, and help ensure a seamless experience for our customers worldwide. If you are passionate about customer service, problem-solving, and supporting innovative clinical research solutions, we encourage you to apply.

What You’ll Be Doing

• 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.

What We Look For

• 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.

At Clario, a part of Thermo Fisher Scientific, a part of Thermo Fisher Scientific, our purpose is to transform lives by unlocking better evidence. It’s a cause that unites and inspires us. It’s why we come to work—and how we empower our people to make a positive impact every day. Whether you're advancing clinical science, building innovative technology, or supporting our global teams, your work helps bring life-changing therapies to patients faster.

Clario, a part of Thermo Fisher Scientific is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

The duties and responsibilities listed in this job description represent the major responsibilities of the position.  Other duties and responsibilities may be assigned, as required.  Clario reserves the right to amend or change this job description to meet the needs of Clario.  This job description and any attachments do not constitute or represent a contract.

The Department Head has the discretion to hire personnel with a combination of experience and education, which may vary from the above listed qualifications.