Software Support Specialist I (US East Coast, Remote)
Reports to: Manager, Customer Care; or Manager, Support; or Group Lead, Customer Care levels
Department: Services Support
Responsibilities:
- Provide support to system users in multiple countries via the telephone and email
- Clearly document all communication with system users
- Troubleshoot and resolve user-reported issues and communicate resolution back to system user
- Add and update highly-sensitive production data for clinical while maintaining trial integrity and regulatory compliance
- Investigate, diagnose, and escalate system issues to relevant teams when necessary for resolution
- Collaborate with cross-functional teams in identifying and providing solutions for system users
- Work well under pressure in a fast-paced dynamic environment with short resolution times
- Manage multiple requests with competing priorities and reprioritize as needed
- Adapt product expertise and knowledge to solve user issues stemming from complex IRT requirements
- Conceptualize and drive best practices in Customer Care
- Identify and implement process improvements focused on driving towards greater efficiency or improved quality in Customer Care
- Assist with departmental initiatives such as creation of new tools, enhancement of processes, development of new processes, etc+
- Identify and resolve issues related to data integrations, including data inconsistencies and system errors
- Perform other related duties as required
Requirements:
- Bachelor’s Degree preferred
- Computer-operating skills
- Friendly, service-oriented attitude
- Written and verbal communication skills
- Attention to detail
- Ability to identify and solve problems in an efficient and effective manner
- Ability to work independently with little to no supervision
- Ability to take initiative to use resources to investigate issues and present solutions
- Prior technical support experience preferred, especially in IRT or related field
- Multilingual skills preferred
Experience
- Some experience in IRT or related field preferred
