{"id":3444467,"url":"https://alion.io/job/clario-customer-care-representative-5","title":"Customer Care Representative","company":{"id":8692,"name":"Clario","domain":"clario.com","url":"https://alion.io/company/clario","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":90,"open_postings":9,"ghost_share":0,"stale_share":0.333,"repost_share":0.111,"time_to_fill_p50_days":27,"computed_at":"2026-11-05T05:54:30Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Shanghai, China"],"countries":["CN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":12500,"max_usd":27000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":2087},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-10-29T06:52:32Z","employer_posted_date":"2026-10-29","last_verified_at":"2026-11-05T18:07:12Z","board_verified":true,"closed_at":null,"days_open":7,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":7},"description":"At Clario, a part of Thermo Fisher Scientific, we are dedicated to transforming lives by unlocking better evidence in clinical research. As a Customer Care Representative, you will provide front-line support to customers via phone or E-Mail for all assigned product lines (which may include all or some of the following: Cardiac Safety, Respiratory and/or ePRO). Troubleshoot transmission or other equipment usage problems. Handle re-supply and report requests in a timely and efficient manner.\nESSENTIAL DUTIES AND RESPONSIBILITIES:\nObtain demographic and visit information for all incoming calls for assigned product lines and resolve any outstanding issues within 24 hours of the receipt of the call.\n\nEnter Data and maintain accurate and complete client, site and patient information in the database.\n\nAssist client with any problems with equipment, hook-up, or transmission. Escalate unachievable issues to Supervisor/Manager/Project Manager.\n\nReport specific clinical irregularities to the Supervisor/Manager/Project Manager.\n\nMonitor fax failures and assure prompt delivery of information to the site.\n\nAssist in the resolution of queries and report requests for related products processed in the used clinical application/program.\n\nReport any malfunction of business-related systems to Supervisor/Manager/IT.\n\nMaintain production metrics as defined by Customer Care Management.\n\nReceive phone calls, faxes, emails or other communications from clients requesting assistance. Evaluate the situation and provide rapid resolution to the issue.\n\nWork closely with on-site and remote management by responding to and resolving customer inquiries and request for technical information.\n\nProvide recommendations for service set-up, usage and troubleshooting.\n\nOTHER DUTIES AND RESPONSIBILITIES:\nPerform other job duties as trained and assigned.\n\nAssume other job responsibilities as directed by the Supervisor or other Customer Care Management.\n\nQUALIFICATIONS AND SKILLS NEEDED:\nEducation:\nCollege or high school degree (or equivalent) with at least 6 months call center/help desk experience preferred. Two years of IT help desk, other IT support experience preferred.\n\nExperience:\nAvailable to work all shifts.\n\nStrong technical aptitude required.\n\nDemonstrate superior Customer Service skills; prior help desk experience strongly preferred.\n\nMulti-lingual skills are strongly preferred. English and Chinese are mandatory and an advantage with other languages.\n\nPrevious experience working with or knowledge of pharmaceutical, clinical or medical devices preferred.\n\nMust be able to work independently and demonstrate initiative in resolve issues.\n\nExercise patience and display Customer Service skills in difficult situations and demonstrate the ability to diffuse potentially stressful situations for Clario clients.\n\nEffective written and verbal communication skills; able to speak well and represent Clario in a professional manner.\n\nWorking knowledge of MS Office tools.\n\nAt Clario, a part of Thermo Fisher Scientific, a part of Thermo Fisher Scientific, 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.\nThe duties and responsibilities listed in this job description represent the major responsibilities of the position. Other duties and responsibilities may be assigned, as required. Clario reserves the right to amend or change this job description to meet the needs of Clario. This job description and any attachments do not constitute or represent a contract.\nThe Department Head has the discretion to hire personnel with a combination of experience and education, which may vary from the above listed qualifications.","description_format":"text","description_chars":3949,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":false},"security_clearance":false,"languages":[{"language":"Chinese","level":"All levels","optional":true}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Clinical Trial Services (CRO)","CRO & CDMO Services","Clinical Trial Software"],"lifecycle":[{"event":"open","at":"2026-10-29T06:52:32Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":6,"expected_fill_days":27,"reasons":["conf:4","velocity","win:early","comp:junior"],"computed_at":"2026-11-05T05:54:30Z"},"pay":null,"html_url":"https://alion.io/job/clario-customer-care-representative-5","json_url":"https://alion.io/job/clario-customer-care-representative-5.json","meta":{"generated_at":"2026-11-05T23:13:57Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":4403,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-06T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":8692},"rest":"https://alion.io/mcp/rest/get_company?id=8692"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fclario-customer-care-representative-5"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fclario-customer-care-representative-5"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fclario-customer-care-representative-5"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/clario-customer-care-representative-5\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fclario-customer-care-representative-5"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3444467}},{"tool":"search_jobs","arguments":{"company":"clario.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3444467},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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