{"schemaVersion":"jobsearcher.job.v1","id":"3d70406830df7bc46541d243","url":"https://jobsearcher.com/jobs/3d70406830df7bc46541d243","canonicalUrl":"https://jobsearcher.com/jobs/3d70406830df7bc46541d243","title":"Technical Customer Support Representative","description":"At Medrio, our purpose is to save 1,000,000 lives by providing clinical researchers with the software tools necessary to chase the next breakthrough in public health. Our success is defined by our customers' ability to accelerate their research, eliminate hurdles, and maximize their return on investment. We're committed to supporting our customers (primarily sponsors and CROs in early phase pharma, medical device, and diagnostic clinical research) along their journey of medical discovery.\n\nMedrio 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.\n\nEssential Duties and Responsibilities:\n\nReceiving, responding to, tracking and directing technical support calls and e-mails from our customers\nManaging support case details in case tracking system\nPrioritize incoming cases in a high-volume, fast-paced environment\nActing as support for the sales team, including study management and various marketing tasks\nVarious tasks for QA support\nOther duties as assigned\n\nKey Metrics for a Technical Support Representative (Measured Quarterly):\n\nCustomer Satisfaction Score (over 90%)\nFirst Contact Resolution (Over 25% of cases)\nCase Resolved in 1 Business Day (70% of cases)\nCase Resolved in 3 Business Days (93%)\nAverage workload of approximately 7-10 Technical Support cases/day\n\nFirst 30/60/90 Days\n\nFirst month is on-boarding, and beginning to take administrative-level tickets to learn workflows and systems\nSecond month we are working in more difficult tickets and answering the phone\nAt the end of 60 days, on-boarding is complete, and are being evaluated against Key Metrics\nBy the end of 90 days, TSR is considered fully ramped and beginning to take on other duties as assigned.\n\nSkills/Areas of Experience:\n\nFlexibility to work schedule aligned with Asia Pacific region when required\nBachelor's degree or equivalent combination of education and experience\nExperience with phone and e-mail support\nExcellent communications skills, both written and oral\nExperience giving presentations, training, or related activity\nExperience with Salesforce, SaaS technology, software support\n\nSalary range: $58,000 - $67,000\n\nAbout Medrio:\n\nAt Medrio, we look for smart, capable, and conscientious people to help us expand our product capabilities, grow our business, and better serve our customers. Our employees love working for us because they get to develop, market, and sell a product that advances human health, and they enjoy many perks, including\n\nGreat 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.\nWellness: Medrio values our staff's well-being. To prove it, we promote an atmosphere of work/life balance, including flexible work schedules and locations.\nWeekly company-wide standup.\n\nThe Medrio team is made up of individuals with a wide array of skills and interests, but all have a passion for providing the best possible user experience for our customers. We value collaboration, ingenuity and creating a culture of excellence!\n\nTo see detailed information on the data we collect during the application process, and how Medrio complies with data privacy laws, visit our Careers page.","company":"Medrio","rawCompany":"medrio","city":"Millbrae","state":"CA","isRemote":false,"isActive":false,"createdAt":"2026-10-02T12:11:15.345Z","occupations":[{"code":"43-4051.00","title":"Customer Service Representatives","slug":"customer-service-representatives"},{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"41-4011.00","title":"Sales Representatives, Wholesale and Manufacturing, Technical and Scientific Products","slug":"sales-representatives-wholesale-and-manufacturing-technical-and-scientific-products"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"513210","title":"Software Publishers","slug":"software-publishers"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Technical Customer Support Representative","description":"At Medrio, our purpose is to save 1,000,000 lives by providing clinical researchers with the software tools necessary to chase the next breakthrough in public health. Our success is defined by our customers' ability to accelerate their research, eliminate hurdles, and maximize their return on investment. We're committed to supporting our customers (primarily sponsors and CROs in early phase pharma, medical device, and diagnostic clinical research) along their journey of medical discovery.\n\nMedrio 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.\n\nEssential Duties and Responsibilities:\n\nReceiving, responding to, tracking and directing technical support calls and e-mails from our customers\nManaging support case details in case tracking system\nPrioritize incoming cases in a high-volume, fast-paced environment\nActing as support for the sales team, including study management and various marketing tasks\nVarious tasks for QA support\nOther duties as assigned\n\nKey Metrics for a Technical Support Representative (Measured Quarterly):\n\nCustomer Satisfaction Score (over 90%)\nFirst Contact Resolution (Over 25% of cases)\nCase Resolved in 1 Business Day (70% of cases)\nCase Resolved in 3 Business Days (93%)\nAverage workload of approximately 7-10 Technical Support cases/day\n\nFirst 30/60/90 Days\n\nFirst month is on-boarding, and beginning to take administrative-level tickets to learn workflows and systems\nSecond month we are working in more difficult tickets and answering the phone\nAt the end of 60 days, on-boarding is complete, and are being evaluated against Key Metrics\nBy the end of 90 days, TSR is considered fully ramped and beginning to take on other duties as assigned.\n\nSkills/Areas of Experience:\n\nFlexibility to work schedule aligned with Asia Pacific region when required\nBachelor's degree or equivalent combination of education and experience\nExperience with phone and e-mail support\nExcellent communications skills, both written and oral\nExperience giving presentations, training, or related activity\nExperience with Salesforce, SaaS technology, software support\n\nSalary range: $58,000 - $67,000\n\nAbout Medrio:\n\nAt Medrio, we look for smart, capable, and conscientious people to help us expand our product capabilities, grow our business, and better serve our customers. Our employees love working for us because they get to develop, market, and sell a product that advances human health, and they enjoy many perks, including\n\nGreat 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.\nWellness: Medrio values our staff's well-being. To prove it, we promote an atmosphere of work/life balance, including flexible work schedules and locations.\nWeekly company-wide standup.\n\nThe Medrio team is made up of individuals with a wide array of skills and interests, but all have a passion for providing the best possible user experience for our customers. We value collaboration, ingenuity and creating a culture of excellence!\n\nTo see detailed information on the data we collect during the application process, and how Medrio complies with data privacy laws, visit our Careers page.","datePosted":"2026-10-02T12:11:15.345Z","dateModified":"2026-10-02T12:11:15.345Z","hiringOrganization":{"@type":"Organization","name":"Medrio","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Millbrae","addressRegion":"CA","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"3d70406830df7bc46541d243"},"url":"https://jobsearcher.com/jobs/3d70406830df7bc46541d243"}}