Client Support Representative

Join us in redefining what it means to work for a CRO.

When you work at Rho, it's more than just a job-you become part of the Rho Factor. We're a proud bunch of science nerds who love tackling big challenges together. We're not your typical CRO, and we're not trying to be. Here, curiosity is encouraged, fresh approaches are welcome, and collaboration is at the heart of everything we do.

Whether you're a data wizard, analytical genius, project mastermind, or any other role, you'll fit right into the equation of the Rho Factor. Expect plenty of geeky jokes, eccentric personalities, spontaneous brainstorms, and a supportive community where people genuinely care about their work-and each other.

You'll have the opportunity to experience a thriving company with real stability - financial, workforce, and corporate, which has created a safe environment to innovate and develop over a long and rewarding career.

We are currently hiring a Client Support Representative to join our Support Team! As CSS, You will be part of our External Technology Services group that provides Tier 1 support for various proprietary and third party software tools used to facilitate clinical trials. You will receive on-the-job training to become knowledgeable in all areas of Rho's external software application suite including IRT (randomization), Electronic Data Capture (EDC), eCOA/ePRO, Lab Tracking applications, and Imaging applications.

Our Technology Team will tell you, joining Rho has been one of their best career moves in terms of contentment, financial rewards and career growth, which is why we have such stability in the group!

Responsibilities

• Provide excellent customer service to internal and external clients in a timely and professional manner
• Respond to email and other communication requests in a timely fashion using a variety of methods including but not limited to email, instant messaging and other communication tools
• Take initiative to complete project-specific responsibilities with minimal supervision
• Assist clients with software-related questions, study drug tracking, and user provisioning
• Assist Software Development with validation testing for application software releases and updates
• Develop software-specific reference materials

• University degree along with 2 years of work experience required; or an equivalent combination of relevant and preferred education and/or work experience.
• Strong analytical and problem solving skills
• Effective and demonstrative oral and written communication skills, specifically including the ability to listen carefully and empathetically
• Complete comfort using and troubleshooting computer and software issues
• Ability to provide high quality customer service for both incoming and outbound calls
• Ability to shift and regain focus quickly and work with limited supervision in a team environment
• Ability to handle confidential data discreetly and carefully
• Ability to be on-call (this responsibility is shared among members of the client support team) outside of normal business hours

A few more things to know about us:

Benefits: Rho provides a comprehensive benefits package for all benefit-eligible employees, which includes medical, vision, dental, HSA, FSA, EAP, life & disability insurance and 401(k). All employees are eligible for paid time off, holidays, parental leave and bereavement leave.

Diversity and Inclusion: As a global, full-service CRO driven by our collective experiences, we view each of our backgrounds as a vital component in our formula for success and we strive towards building a more equitable, inclusive, and diverse environment for our employees every day. By valuing and tapping into each employee's unique and different personal experiences, we are able to uplift employee dignity and belonging, foster more strategic creativity, and more quickly arrive at breakthrough solutions that help us heal the world.

Flexibility: We encourage a work-life balance that allows employees to bring their best selves to work while being passionate about their lives outside work.

As required by pay transparency laws in some states, Rho provides the range of starting compensation (annual salary or hourly rate) it reasonably expects to pay for a given role. Actual compensation is influenced by a wide array of factors including but not limited to role responsibilities and location as well as candidate skill set and level of experience. The range of starting pay for this role is $40,000-$60,000 per year.

EOE. Veterans/Disabled