Customer Care Representative

TL;DR

Customer Care Representative (MedTech): Providing front-line technical and operational support for clinical research solutions with an accent on troubleshooting hardware, software, and transmission issues. Focus on maintaining accurate patient data and ensuring seamless communication for global clinical sites and clients.

Location: Must be based in Costa Rica

Company

hirify.global, a part of Thermo Fisher Scientific, is a global technology company dedicated to transforming lives by unlocking better evidence in clinical research.

What you will do

• Provide front-line support via phone, email, and other channels for assigned product lines.
• Troubleshoot equipment setup, hook-up, and transmission issues for clinical sites.
• Maintain accurate client, site, and patient information in company databases.
• Process re-supply requests and product-related inquiries efficiently.
• Identify and report clinical irregularities and system malfunctions to stakeholders.
• Collaborate with internal teams to resolve customer concerns and improve service quality.

Requirements

• High school diploma required
• Minimum 2 years of experience in a call center, customer service, or technical support environment
• Fluency in English required
• Strong technical aptitude for troubleshooting hardware and software
• Ability to work independently and manage challenging situations professionally
• Flexibility to work various shifts based on business needs

Nice to have

• Previous IT help desk or technical support experience
• Experience supporting pharmaceutical, clinical research, or medical device environments
• Proficiency in Japanese, Spanish, or French

Culture & Benefits

• Opportunity to contribute to life-changing clinical research and therapies.
• Inclusive and diverse work environment committed to equal opportunity.
• Professional development within a global organization.
• Collaborative team culture focused on innovation and patient impact.