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Client Support Representative I

Client Support Representative I

Job Location 
US-NC-Chapel Hill
Regular Full-Time

More information about this job


The Client Support Representative is part of an internal Technology team that provides support to external clients on various proprietary and third party software tools used to manage the clinical trials process. Successful candidates will receive on-the-job training to become knowledgeable in all areas of Rho’s custom-built software applications including: Randomization systems, Electronic Data Capture systems, Lab Tracking systems, Web Site Administration, and manual processes and procedures when technology is unavailable.  Training will also include any third party software applications that Rho is contracted to support.


Typical daily activities include:

  • Assisting clients with software-related questions, study drug tracking, and user provisioning
  • Assisting Software Development with validation testing for application software releases and updates
  • Developing software-specific reference materials



  • Strong analytical and problem solving skills
  • Effective and demonstrable oral and written communication skills, specifically including the ability to listen carefully and empathically
  • Complete comfort using and troubleshooting computer and software issues
  • Ability to provide high quality customer service for both incoming and outbound calls
  • Ability to shift and regain focus quickly
  • Ability to handle confidential data discreetly and carefully
  • Ability to work with limited supervision in a team environment
  • Ability to be on-call (this responsibility is shared among members of the client support team) outside of normal business hours
  • Ability to work a second shift (3:00-11:00pm) for one week every few months


Education and/or Experience: BS preferred, BA accepted. 0-2 years of work experience required – mainly, candidates must be very comfortable using technology and be able to demonstrate they could quickly learn a variety of constantly-changing software applications. Experience using Microsoft Word, Microsoft Visio, Microsoft Access, Microsoft Excel, and Adobe Acrobat is helpful.