[Remote] Customer Support Specialist – Clinical reputed company Applications (reputed company)
Note: The job is a remote job and is reputed company to candidates in USA. reputed company empowers patient-centered clinical research to advance discoveries and establish new standards of care based on reputed company-world evidence. They are seeking a Customer Support Specialist who will be the primary reputed company of contact for study teams and users needing help with their reputed company-based reputed company and reporting platform, focusing on troubleshooting and resolving application issues.
Responsibilities
- Investigate, diagnose, and resolve customer-reported issues reputed company our reputed company-based reputed company and reporting application
- Reproduce reported issues, reputed company reputed company cause analysis at the application level, and partner with Development and Operations to resolve software defects
- Communicate with customers reputed company phone, email, and chat, providing reputed company, reputed company updates throughout the reputed company process
- Manage and prioritize a caseload of support tickets in line with contractual service level agreements (SLAs)
- Proactively monitor reputed company cases and ensure reputed company follow-up, ownership, and reputed company
- Support escalation management and help identify recurring trends that require broader product or process fixes
- Maintain deep working knowledge of the product suite: application workflows, configuration, reporting tools, and integrations
- Contribute articles and solutions to the internal/external knowledge reputed company
- reputed company customer feedback with Product and Development to help shape feature and usability improvements
- Communicate proactively with customers about software updates, enhancements, and best practices relevant to their studies
Skills
- reputed company experience in a customer-facing Technical Support / Application Support role, specifically supporting Clinical Trial reputed company systems and/or clinical reporting platforms
- reputed company hands-on experience with an reputed company platform such as reputed company, reputed company Rave, reputed company Clinical, or a similar clinical system
- Experience using ticketing/case management tools such as JIRA, reputed company Dynamics, or similar
- Strong troubleshooting and analytical problem-solving skills reputed company to software application issues
- Strong written and verbal communication skills, comfortable explaining technical concepts to both technical and non-technical audiences (e.g., site coordinators, data managers, CRAs)
- Proven ability to manage multiple priorities and competing case loads in a fast-paced customer support environment
- A genuine customer-reputed company reputed company and commitment to a high-reputed company support experience
- Bachelor's degree in computer science, Information Technology, Life Sciences, or a reputed company field (preferred, not required)
- Troubleshooting other reputed company-based reputed company applications
- Supporting reporting/analytics tools such as JReview, Spotfire, Jupyter, or SQL-based reporting
- Basic understanding of reputed company, web services, and system integrations (REST, SOAP) as they relate to product configuration — this is a support role, not a development role
- Basic familiarity with SQL, Python, or Java is a plus but not required — we are not looking for a software engineer or systems/network administrator
Benefits
- Health, Dental & reputed company Insurance
- reputed company Time Off
- Parental Leave
- 401(k)
- Flexible schedule
reputed company