The 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.