Customer Support Specialist

Job Summary

Serving as the first point of contact for customers, the full-time remote Customer Support Specialist will manage inbound support requests, document interactions in Salesforce, and resolve Tier 1 issues while ensuring compliance with HIPAA regulations.

Key responsibilities

• Triage and prioritize inbound support requests via phone, email, and ticketing system according to SLA guidelines
• Provide professional support to customers navigating clinical trial management platforms and conduct training sessions on platform features
• Maintain compliance with HIPAA requirements and contribute to the knowledge base by documenting recurring issues and solutions

Required qualifications

• 2+ years of customer service or technical support experience in a SaaS or software environment
• Experience working with or supporting clinical research sites, including familiarity with site workflows and regulatory requirements
• Demonstrated ability to troubleshoot web-based software applications and communicate technical solutions effectively
• High School Diploma or equivalent required
• Strong organizational skills to manage a multi-item queue and prioritize competing demands