2nd/3rd Shift Customer Service Agent – Remote Clinical Trial Software Support (Evening/Night)

About arenaflex

arenaflex is a global leader in technology‑enabled solutions for the life‑science and clinical research sectors. Our mission is to empower researchers, clinicians, and trial sponsors with reliable, secure, and user‑friendly software platforms that accelerate the discovery of life‑saving therapies. With a workforce that spans continents, arenaflex combines cutting‑edge innovation with a deep commitment to customer success, fostering an environment where every employee can make a meaningful impact on the world’s health.

Why This Role Matters

As a 2nd/3rd Shift Customer Service Agent at arenaflex, you will be the frontline guardian of our clients’ experience. Your critical thinking, analytical prowess, and dedication to service will directly influence the efficiency of clinical trials worldwide. By resolving technical issues quickly and accurately, you help researchers stay on schedule, patients receive timely care, and groundbreaking treatments move faster from lab to market.

Key Responsibilities

• Technical Support & Troubleshooting: Diagnose, troubleshoot, and resolve end‑user issues within arenaflex’s clinical trial software applications, ensuring minimal disruption to trial operations.
• Documentation & Quality Assurance: Accurately record all call details, actions taken, and resolutions in accordance with QA standards and internal SOPs.
• Email Management: Monitor the team mailbox, prioritize incoming requests, and document communications following established procedures.
• Confidentiality & Data Security: Uphold strict confidentiality protocols, safeguarding sensitive trial data and adhering to HIPAA and GDPR guidelines.
• Emergency Response: Follow departmental emergency procedures, escalating critical incidents promptly to maintain trial integrity.
• Collaboration: Work closely with cross‑functional teams—including product development, QA, and training—to share insights and improve the overall support ecosystem.
• Continuous Learning: Participate in ongoing training sessions, knowledge‑base updates, and peer‑learning initiatives to stay current with evolving software features.
• Export Compliance: Ensure eligibility for any required U.S. export authorizations when handling export‑controlled commodities or technology.

Essential Qualifications

• College degree preferred; minimum of one year of relevant customer‑service or technical‑support experience.
• Proficiency with Microsoft Office Suite and familiarity with SharePoint for documentation and collaboration.
• Demonstrated strong troubleshooting abilities, with a methodical approach to problem solving.
• Excellent written and verbal communication skills in English; professional phone etiquette is a must.
• Ability to think critically and apply analytical skills to resolve complex, time‑sensitive issues.
• Commitment to delivering outstanding customer service and maintaining a positive, solution‑focused attitude.
• Eligibility to work remotely within a 50‑mile radius of Indianapolis, with occasional travel to client sites for urgent matters.
• Successful completion of a background investigation and drug screening.

Preferred Qualifications & Additional Skills

• Bilingual proficiency in Spanish, French, or Japanese (optional but advantageous).
• Experience supporting clinical‑trial or healthcare‑related software platforms.
• Familiarity with ticketing systems (e.g., ServiceNow, JIRA) and remote support tools.
• Understanding of regulatory environments such as FDA 21 CFR Part 11, HIPAA, or GDPR.
• Flexibility to work second or third shift schedules, including weekends and floating shifts as needed.

Core Competencies for Success

• Customer‑Centric Mindset: Prioritizing the client’s experience and striving for first‑call resolution.
• Analytical Thinking: Breaking down complex problems into manageable steps and identifying root causes.
• Effective Communication: Translating technical jargon into clear, understandable language for diverse audiences.
• Team Collaboration: Sharing knowledge, supporting peers, and contributing to a culture of continuous improvement.
• Adaptability: Thriving in a fast‑paced, evolving environment while maintaining composure under pressure.
• Attention to Detail: Ensuring accurate documentation and compliance with all procedural standards.

Career Growth & Development Opportunities

arenaflex invests heavily in the professional development of its employees. As a Customer Service Agent, you will have access to:

• Structured onboarding and six‑month hands‑on training program to master arenaflex’s platforms.
• Mentorship from senior support engineers and product specialists.
• Certification pathways (e.g., ITIL, CompTIA A+, or industry‑specific credentials).
• Opportunities to transition into advanced technical roles, such as Support Engineer, Product Trainer, or Quality Assurance Analyst.
• Cross‑functional project involvement, giving you exposure to product development, implementation, and client success teams.
• Regular performance reviews with clear career‑progression roadmaps.

Compensation, Perks & Benefits

arenaflex offers a competitive salary package aligned with market standards for night‑shift roles, complemented by a comprehensive benefits suite that includes:

• Health, dental, and vision insurance with multiple plan options.
• Retirement savings plan with company matching contributions.
• Generous paid time off, holidays, and flexible vacation policies.
• Remote‑work stipend for home office setup and high‑speed internet.
• Employee assistance program (EAP) for mental health and wellness support.
• Learning & development budget for courses, conferences, and certifications.
• Recognition programs that celebrate outstanding service and innovation.

Work Environment & Culture at arenaflex

Our culture is built on collaboration, inclusivity, and a shared purpose to accelerate medical breakthroughs. Key aspects of life at arenaflex include:

• Diverse & Inclusive Workforce: We welcome talent from all backgrounds and foster an environment where every voice is heard.
• Innovation‑Driven Atmosphere: Employees are encouraged to experiment, share ideas, and contribute to product enhancements.
• Global Community: Connect with colleagues across continents, gaining insights into different markets and cultures.
• Work‑Life Balance: Flexible shift options, remote work capabilities, and supportive management help you maintain personal well‑being.
• Social Impact: Knowing that your daily work directly supports clinical trials that can save lives adds a profound sense of purpose.

Equal Opportunity Employment

arenaflex is proud to be an equal opportunity employer. We consider all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status, or any other characteristic protected by law.

We are committed to providing an accessible recruitment process. If you require reasonable accommodation to apply for this position, please contact our Global Recruiting team at [email protected] or call our toll‑free line at 888‑560‑1782 (Prompt 4). arenaflex will work with you to ensure a barrier‑free experience.

How to Apply

If you are ready to join a forward‑thinking organization that values your expertise, dedication, and desire to make a difference, we encourage you to submit your application today. Click the link below to begin the process:

Apply Job!

Take the Next Step

At arenaflex, your role as a 2nd/3rd Shift Customer Service Agent is more than a job—it’s a chance to be part of a mission‑driven team that supports life‑changing research worldwide. Bring your analytical mind, compassionate communication style, and night‑owl flexibility, and help us deliver unparalleled service to the clinical research community. We look forward to welcoming you to the arenaflex family.