Customer Service Agent – Indianapolis Remote 2nd/3rd Shift – Clinical Trial Software Support & Client Services

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, sponsors, and healthcare providers with secure, intuitive software platforms that accelerate the discovery of new therapies. With a workforce that spans continents, arenaflex blends cutting‑edge cloud infrastructure, data analytics, and regulatory expertise to create a seamless experience for every stakeholder in the clinical trial ecosystem. As a company that values innovation, collaboration, and continuous learning, we invest heavily in our people, offering a supportive environment where curiosity is rewarded and career growth is inevitable.

Why This Role Matters

In the fast‑paced world of clinical trials, every interaction with a user can have a ripple effect on data integrity, patient safety, and study timelines. As a Client Services Support Agent at arenaflex, you will be the frontline guardian of our software applications, ensuring that researchers, coordinators, and site staff receive timely, accurate, and empathetic assistance. Your critical thinking and analytical abilities will directly influence the success of multi‑national studies, helping to bring life‑saving treatments to market faster.

Key Responsibilities

• Provide end‑to‑end support for users of arenaflex’s clinical trial software, troubleshooting technical issues, answering functional questions, and guiding users through complex workflows.
• Document every interaction in the ticketing system, adhering to quality‑assurance (QA) standards and internal standard operating procedures (SOPs) to maintain a clear audit trail.
• Monitor the team mailbox, prioritize incoming requests, and ensure that all communications are responded to within established service‑level agreements (SLAs).
• Maintain strict confidentiality of patient data, trial protocols, and proprietary information in accordance with HIPAA, GDPR, and arenaflex’s internal security policies.
• Escalate critical incidents to the appropriate technical or clinical teams, following departmental emergency procedures to minimize downtime.
• Participate in regular knowledge‑sharing sessions, contributing to the creation and refinement of troubleshooting guides, FAQs, and training materials.
• Collaborate with cross‑functional teams—including product development, quality assurance, and regulatory affairs—to provide feedback that drives product enhancements.
• Support occasional on‑site visits to client locations within a 50‑mile radius of Indianapolis for urgent troubleshooting or training events.
• Adhere to a flexible shift schedule (second or third shift) and be prepared to float or cover additional hours as business needs evolve.

Essential Qualifications

• Associate or bachelor’s degree in a relevant field (e.g., Business, Information Technology, Health Sciences) is preferred.
• Minimum of one year of experience in a customer‑service, technical‑support, or help‑desk role, preferably within a regulated industry such as healthcare or life sciences.
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook) and familiarity with SharePoint for document management and collaboration.
• Demonstrated ability to troubleshoot software applications, diagnose root causes, and articulate clear, step‑by‑step resolutions.
• Strong written and verbal communication skills in English; professional phone etiquette is a must.
• Ability to think analytically, prioritize tasks, and meet deadlines while working independently or as part of a remote team.
• Willingness to undergo a background investigation and drug screening as part of the pre‑employment process.
• Residency within a 50‑mile radius of Indianapolis, with reliable high‑speed internet and a suitable home office environment.

Preferred Qualifications & Additional Skills

• Bilingual proficiency in Spanish, French, or Japanese—while not required, it is highly valued for supporting our global client base.
• Experience with clinical trial management systems (CTMS), electronic data capture (EDC) platforms, or other life‑science software solutions.
• Familiarity with ticketing tools such as ServiceNow, JIRA, or Zendesk.
• Understanding of regulatory frameworks (e.g., FDA 21 CFR Part 11, ICH GCP) and data privacy standards.
• Previous exposure to remote or hybrid work environments, demonstrating self‑discipline and effective time management.

Core Competencies & Skills

• Customer‑Centric Mindset: A genuine passion for helping users succeed, coupled with the patience to listen and resolve complex issues.
• Critical Thinking: Ability to dissect problems, identify patterns, and propose sustainable solutions.
• Communication Excellence: Clear, concise, and courteous written and verbal interactions, tailored to both technical and non‑technical audiences.
• Team Collaboration: Comfortable sharing knowledge, seeking assistance, and contributing to a supportive remote culture.
• Adaptability: Flexibility to adjust to shifting priorities, evolving software releases, and variable shift schedules.
• Technical Literacy: Comfort navigating multiple operating systems, browsers, and remote‑access tools.

Career Growth & Learning Opportunities

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

• Structured onboarding that blends three days of on‑site training with two days of remote learning, ensuring you master both the technical and interpersonal aspects of the role.
• Continuous education programs, including certifications in ITIL, CompTIA A+, or clinical research fundamentals, fully funded by arenaflex.
• Mentorship from senior support engineers, product managers, and regulatory specialists who will guide your career trajectory.
• Clear pathways to advance into senior support, team lead, quality assurance, or product specialist positions within the organization.
• Opportunities to participate in cross‑functional projects, such as beta testing new software releases or contributing to client‑facing documentation.

Work Environment & Culture at arenaflex

Our culture is built on three pillars: Innovation, Inclusion, and Impact. Whether you are working from a modern office in Indianapolis or from the comfort of your home, you will experience:

• A collaborative, globally distributed team that values diverse perspectives and encourages open dialogue.
• Regular virtual coffee chats, team‑building activities, and wellness initiatives designed to keep remote employees connected.
• Flexible work‑hours that respect personal commitments, with the understanding that shift work may occasionally require weekend coverage.
• An inclusive environment where every voice is heard, and contributions are recognized through internal awards and public acknowledgment.
• State‑of‑the‑art technology, including secure VPN access, dual monitors, and ergonomic equipment allowances.

Compensation, Benefits & Perks

arenaflex offers a competitive total rewards package that reflects the value you bring to the organization. While exact salary ranges will be discussed during the interview process, you can expect:

• Unlimited paid time off (PTO) to recharge and pursue personal interests.
• A 401(k) retirement plan with company matching to help you build long‑term financial security.
• Comprehensive health, dental, and vision coverage, plus a Health Savings Account (HSA) with employer contributions.
• Life and disability insurance, employee assistance programs, and mental‑health resources.
• Technology stipend for home‑office setup, including high‑speed internet reimbursement.
• Learning & development budget for courses, conferences, and certifications.
• Employee discount programs, wellness challenges, and recognition events.

Application Process & Next Steps

Our hiring journey is designed to be transparent, efficient, and candidate‑friendly. The process typically includes:

• Initial Video Interview: A brief, recorded interview that allows you to showcase your experience and learn more about arenaflex’s culture.
• Technical Assessment: A scenario‑based exercise that evaluates your problem‑solving and troubleshooting abilities.
• Live Panel Interview: A conversation with the hiring manager and senior support team members to discuss your fit for the role.
• Background Check & Drug Screening: Standard pre‑employment procedures to ensure compliance with industry regulations.
• Offer & Onboarding: Once selected, you will receive a formal offer, followed by a comprehensive onboarding plan that blends on‑site and remote training.

All interviews are conducted via video conference to accommodate candidates across the United States, and we provide accommodations upon request. If you need assistance or an alternative format, please contact our Global Recruiting team at [email protected] or call toll‑free at 888‑560‑1782 (Prompt 4).

Commitment to Diversity & Inclusion

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. Our recruitment practices are designed to remove barriers and ensure that every candidate has a fair chance to succeed.

Ready to Join?

If you are a proactive problem‑solver with a passion for delivering exceptional customer experiences, and you thrive in a dynamic, remote‑first environment, we want to hear from you. Take the next step in your career and become part of a purpose‑driven organization that is shaping the future of clinical research.

Apply Job!