Customer Support & Operations Associate
Posted 26 days ago
You'll complete your application on Catena's career site.
About the Role
We are looking for a committed Customer Support and Operations Associate for a fully remote position. You will play a vital role in providing excellent service to clients operating in the fintech, clinical research, and healthcare industries. Your work will involve handling intricate support processes and operational activities while upholding efficient, high-quality communication. This role presents an opportunity to collaborate with a global organization dedicated to developing elite remote teams. As a member of the operations department, you will act as a primary contact for clients, research facilities, and participants, ensuring every inquiry is handled with accuracy. You will be responsible for juggling customer support functions with financial administration tasks, using current AI technologies to optimize your workflow. Our culture focuses on excellence and staff retention, offering a supportive atmosphere that facilitates skill enhancement through ongoing development and mentorship.
Requirements
- You have one to three years of experience in ticket-based or email-focused customer service.
- You demonstrate practical experience using software such as Freshdesk, Zendesk, Help Scout, or Intercom.
- You have a proven history of adhering to service level agreements.
- You possess C1-level written English fluency.
- Previous experience in life sciences, fintech, clinical research, or healthcare is preferred.
- You are proficient in Microsoft 365 tools, specifically SharePoint, Teams, and Outlook.
- You must obtain or already hold HIPAA certification before beginning your employment.
- Experience with AI-enhanced support systems, clinical trial procedures, or financial platforms like Tipalti, Coupa, or QuickBooks is highly advantageous.
Responsibilities
- Oversee and organize several Zendesk support queues, guaranteeing that all client, site, and participant questions receive a resolution within 24 hours.
- Modify existing response templates to align with specific professional requirements.
- Route intricate payment or technical problems to the correct departments.
- Keep ticket records updated and verify that all correspondence cycles are fully closed.
- Manage month-end billing via QuickBooks and other client-oriented software.
- Develop financial documentation and collaborate with internal staff to resolve billing inaccuracies.
- Oversee logistics, hardware procurement, and various HR-related administrative tasks.
- Assist in creating process documentation to uphold consistent operational quality.
Benefits & Perks
- A competitive salary based on your professional experience.
- Fully remote work flexibility.
- Continuous professional development and access to learning resources.
- Direct mentorship from experts in the international industry.
- Global networking prospects and performance-based team rewards for CRM and reporting excellence.
- HMO benefits for full-time staff in the Philippines following a three-month waiting period.
- An extensive paid time off plan.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
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