Customer Care Specialist (MedTech)

TL;DR

Customer Care Specialist (MedTech): Providing technical and empathetic support for clinical trial equipment and software with an accent on troubleshooting transmission issues and managing data requests. Focus on resolving technical irregularities, maintaining accurate patient databases, and collaborating with global teams to accelerate clinical trials.

Location: Must be based in or able to work from Lagunillas, Heredia, Costa Rica (Hybrid/Remote options available)

Company

hirify.global, part of Thermo Fisher Scientific, develops regulated technology that helps unlock better evidence and improve patient outcomes in clinical trials worldwide.

What you will do

• Provide front-line support via phone, fax, or email for Cardiac Safety, Respiratory, and ePRO product lines.
• Troubleshoot transmission and equipment usage issues, escalating unresolved cases to appropriate teams.
• Manage re-supply and report requests efficiently while maintaining accurate client, site, and patient data.
• Monitor fax failures and resolve outstanding issues within a 24-hour window.
• Support the resolution of queries within clinical applications and provide technical guidance.
• Collaborate with on-site and remote teams to deliver service recommendations.

Requirements

• High school diploma or college degree (or equivalent).
• Minimum 6 months of call center or help desk experience; 2 years of IT support preferred.
• Must be based in or able to work from Lagunillas, Heredia, Costa Rica.
• Fluent in English; proficiency in Japanese, Spanish, or French is strongly preferred.
• Strong technical aptitude and proven ability to handle high-pressure customer service situations.
• Proficiency in MS Office tools.

Nice to have

• Familiarity with pharmaceutical, clinical, or medical device environments.
• Additional language skills (Japanese, Spanish, French).

Culture & Benefits

• Competitive compensation package.
• Comprehensive medical, dental, and vision coverage.
• Flexible and paid time off.
• Flexible work arrangements including remote and hybrid options.
• Employee assistance and wellness programs.