Software Support Specialist

5 days ago

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Suvoda

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Clinical trial management • Interactive response technology • Subject randomization • Trial supply management • IWRS

501 - 1000

💰 $40M Venture Round on 2019-12

Description

• Software Support Specialist I (US, East Coast Remote) • 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