Clario’s Customer Care team plays a critical role in ensuring our clients and patients receive timely, empathetic, and technically sound support. As a Customer Care Specialist, you’ll be the first point of contact for resolving equipment and transmission issues, managing re-supply and report requests, and ensuring a seamless experience across our clinical technology platforms. Your work helps accelerate clinical trials and improve patient outcomes worldwide.

What We Offer

• Competitive compensation
• Medical, dental, and vision coverage
• Flexible and paid time off
• Remote and hybrid work options
• Employee assistance and wellness programs

What You’ll Be Doing

• Provide front-line support to customers via phone, fax, or email for assigned product lines (Cardiac Safety, Respiratory, ePRO)
• Troubleshoot transmission and equipment usage issues, escalating unresolved cases to appropriate teams
• Manage re-supply and report requests efficiently and accurately
• Collect demographic and visit information for all incoming calls and resolve outstanding issues within 24 hours
• Maintain accurate client, site, and patient data in internal databases
• Monitor fax failures and ensure prompt delivery of information to sites
• Assist clients with equipment setup and usage; escalate complex issues as needed
• Report clinical irregularities and system malfunctions to relevant stakeholders
• Support resolution of queries and report requests within clinical applications
• Collaborate with on-site and remote teams to deliver technical guidance and service recommendations

What We Look For

• High school diploma or college degree (or equivalent)
• Minimum 6 months of call center or help desk experience; 2 years of IT support preferred
• Strong technical aptitude and troubleshooting skills
• Proven customer service capabilities, especially in high-pressure situations
• Ability to work independently and demonstrate initiative
• Fluent in English; additional languages (Japanese, Spanish, French) strongly preferred
• Effective written and verbal communication skills
• Based in or able to work from Lagunillas, Heredia ( hybrid)
• Familiarity with pharmaceutical, clinical, or medical device environments preferred
• Proficiency in MS Office tools

At Clario, our purpose is to transform lives by unlocking better evidence. It’s a cause that unites and inspires us. It’s why we come to work—and how we empower our people to make a positive impact every day. Whether you're advancing clinical science, building innovative technology, or supporting our global teams, your work helps bring life-changing therapies to patients faster.