Customer Service Agent – 2nd/3rd Shift Remote Support for Clinical Trial Software – Indianapolis Metro Area

About arenaflex – Pioneering Solutions for Clinical Research

At arenaflex, we are dedicated to transforming the landscape of clinical trials through innovative software platforms that empower researchers, sponsors, and participants worldwide. Our mission is to accelerate medical breakthroughs by delivering reliable, secure, and user‑friendly technology solutions. As a globally recognized leader in the health‑tech sector, arenaflex fosters a collaborative environment where curiosity, critical thinking, and a passion for service thrive. Join a team that not only supports cutting‑edge clinical research but also makes a tangible difference in the lives of patients around the globe.

Why This Role Matters

The Customer Service Agent position is the front line of arenaflex’s commitment to exceptional client experiences. You will be the trusted problem‑solver who helps researchers and trial coordinators navigate our software, ensuring their studies run smoothly and on schedule. Your analytical mindset and dedication to service will directly impact the efficiency of clinical trials, ultimately contributing to faster drug development and better health outcomes.

Key Responsibilities

• Provide timely, professional support to end‑users of arenaflex’s clinical trial software via phone, email, and chat.
• Diagnose, troubleshoot, and resolve technical issues ranging from login problems to complex workflow errors.
• Document every interaction in accordance with Quality Assurance (QA) standards and internal Standard Operating Procedures (SOPs).
• Monitor the team mailbox, prioritize incoming requests, and ensure all tickets are logged and escalated appropriately.
• Maintain strict confidentiality of client data, adhering to HIPAA, GDPR, and arenaflex’s privacy policies.
• Follow departmental emergency protocols for critical incidents, ensuring rapid response and clear communication.
• Collaborate with product development, QA, and training teams to share recurring issues and suggest product improvements.
• Participate in ongoing training sessions, both on‑site and remote, to stay current with software updates and industry best practices.
• Assist with occasional on‑site visits to client locations within a 50‑mile radius of Indianapolis for urgent escalations.

Essential Qualifications

• Associate or bachelor’s degree preferred; a minimum of one year of relevant customer support or technical assistance experience.
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook) and familiarity with SharePoint or similar collaboration platforms.
• Demonstrated ability to apply critical thinking and analytical skills to resolve complex, time‑sensitive issues.
• Excellent written and verbal communication skills in English; professional phone etiquette is a must.
• Ability to work remotely while maintaining a reliable high‑speed internet connection and a quiet workspace.
• Willingness to undergo a background investigation and drug screening as part of the hiring process.
• Flexibility to work 2nd or 3rd shift schedules, including potential weekend coverage and shift floating as needed.

Preferred Qualifications & Additional Assets

• Bilingual proficiency in Spanish, French, or Japanese – a valuable asset for supporting our diverse global client base.
• Experience supporting SaaS applications, particularly in the health‑care or clinical research domains.
• Familiarity with ticketing systems (e.g., ServiceNow, Zendesk) and remote support tools.
• Knowledge of regulatory compliance frameworks such as FDA 21 CFR Part 11, HIPAA, or GDPR.
• Prior exposure to export‑controlled technologies and the ability to obtain necessary authorizations.

Core Skills & Competencies

• Analytical Acumen: Ability to dissect problems, identify root causes, and propose effective solutions.
• Customer‑Centric Mindset: A genuine commitment to delivering outstanding service and building lasting client relationships.
• Technical Literacy: Comfort navigating software interfaces, databases, and troubleshooting tools.
• Communication Excellence: Clear, concise, and empathetic communication, both written and spoken.
• Team Collaboration: Strong teamwork skills, with a willingness to share knowledge and support peers.
• Adaptability: Ability to thrive in a fast‑changing environment, manage shifting priorities, and learn new technologies quickly.

Compensation, Benefits & Perks

arenaflex values the well‑being of its employees and offers a comprehensive benefits package designed to support health, financial security, and work‑life balance:

• Competitive base salary with shift differential pay for evening and overnight hours.
• Unlimited paid time off (PTO) to recharge and pursue personal interests.
• 401(k) retirement plan with company match to help you build a secure future.
• Medical, dental, and vision coverage, plus Health Savings Account (HSA) contributions.
• Life and disability insurance options.
• Employee Assistance Program (EAP) for mental health and counseling services.
• Continuous learning opportunities, including tuition reimbursement, certifications, and internal training labs.
• Technology stipend for home office setup, high‑speed internet, and ergonomic equipment.
• Recognition programs that celebrate outstanding performance and innovative ideas.

Career Growth & Development

arenaflex invests heavily in the professional development of its team members. As a Customer Service Agent, you will have clear pathways to advance into senior support roles, team lead positions, or specialized technical tracks such as:

• Technical Support Specialist: Deepen your expertise in software architecture and advanced troubleshooting.
• Client Success Manager: Transition to a relationship‑focused role, guiding clients through onboarding and long‑term adoption.
• Product Trainer: Leverage your experience to design and deliver training programs for new users.
• Quality Assurance Analyst: Contribute to process improvement initiatives and ensure compliance with industry standards.

Regular performance reviews, mentorship programs, and cross‑departmental projects provide the scaffolding you need to achieve your career aspirations.

Work Environment & Culture at arenaflex

Our culture is built on three pillars: Innovation, Inclusion, and Impact. We celebrate diverse perspectives, encourage curiosity, and empower employees to take ownership of their work. Whether you are collaborating on a virtual call or joining a hybrid training session, you will experience:

• A supportive remote‑first environment that respects personal boundaries and promotes flexibility.
• Regular virtual coffee chats, team‑building activities, and inclusive events that foster community.
• Transparent communication from leadership, with open forums for feedback and idea sharing.
• Commitment to diversity, equity, and inclusion, ensuring every voice is heard and valued.

Shift Details & Training Schedule

Our 2nd and 3rd shift positions are designed to provide coverage for global clients operating across time zones. You will be expected to work one of the following shift patterns after the initial training period:

• Evening Shift: 5:00 PM – 1:00 AM EST
• Night Shift: 9:00 PM – 5:00 AM EST
• Flexible Weekend Shift: 10:00 AM – 6:00 PM or 6:00 PM – 2:00 AM EST

The onboarding experience combines three days of on‑site immersion with two days of remote learning, spanning approximately six months. This hybrid approach ensures you gain hands‑on experience with arenaflex’s software, meet your teammates, and become comfortable with our processes before transitioning to a fully remote schedule.

Application Process & Next Steps

arenaflex utilizes a streamlined video interview process to get to know you better and provide a convenient, engaging experience. After submitting your application, you will be invited to record a brief video response to a few key questions. This allows our hiring team to assess communication skills and cultural fit while respecting your time.

If you are ready to make an impact, thrive in a dynamic, remote environment, and grow your career with a forward‑thinking organization, we encourage you to apply today.

How to Apply

Click the link below to submit your resume, cover letter, and any supporting documentation. For accommodations or assistance with the application process, please contact our Global Recruiting team at [email protected] or call our toll‑free line at 888‑560‑1782 (Prompt 4).

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Equal Opportunity Commitment

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 dedicated to providing an inclusive hiring experience and will provide reasonable accommodations upon request.

Join arenaflex – Make a Difference Every Day

If you are passionate about delivering top‑tier customer service, enjoy solving complex problems, and want to be part of a mission‑driven organization that values your growth, we want to hear from you. Apply now and start your journey with arenaflex, where your work helps accelerate life‑changing clinical research worldwide.