Customer Support Specialist
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Job Description
Customer Support Specialist providing assistance on clinical trial management platforms. Responsible for managing support requests and resolving customer inquiries via phone and email.
Responsibilities:
- Serve as the first point of contact for inbound support requests
- Triage, categorize, and prioritize tickets according to SLA guidelines
- Document all interactions in Salesforce accurately
- Resolve Tier 1 issues and escalate Tier 2+ issues
- Provide professional, solution-oriented support to customers
- Guide customers through platform navigation and troubleshooting workflows
- Conduct training sessions for new and existing customers
- Contribute to the team's knowledge base by documenting issues and solutions
- Communicate with cross-functional teammates when escalating technical issues
Requirements:
- 2+ years of customer service or technical support experience in a SaaS or software environment
- Experience working with or supporting clinical research sites
- Familiarity with site workflows, regulatory requirements, or clinical data systems
- Demonstrated ability to troubleshoot web-based software applications and communicate technical solutions
- Exceptional written and verbal communication skills
- Comfortable working in a ticket-driven environment with defined SLAs
- Strong organizational skills
- High School Diploma or equivalent required.
Benefits:
- Health insurance
- Long-term disability
- Life insurance
- Unlimited Paid Time Off
- 10 paid Holidays
- Paid Parental Leave
- Work Anniversary Bonus
- Participation in the Employee of the Quarter Program
- Monthly $100 Connectivity Stipend Reimbursement
- 401K matching at 100% of 3% and 50% of next 2%
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