Customer Support Specialist

Job Summary

A company is looking for a Customer Support Specialist to provide effective support to customers in the clinical research industry.

Key Responsibilities

• Manage inbound support requests, triaging and prioritizing tickets according to SLA guidelines
• Provide professional support to customers on clinical trial management platforms and conduct training sessions
• Maintain compliance with HIPAA regulations and contribute to the team's knowledge base

Required Qualifications

• 2+ years of customer service or technical support experience in a SaaS or software environment
• Experience with clinical research sites and familiarity with site workflows and regulatory requirements
• Ability to troubleshoot web-based software applications
• High School Diploma or equivalent required
• Comfortable working in a ticket-driven environment with defined SLAs