Customer Support Specialist

Job Summary

Providing timely and empathetic support, the full-time remote Customer Support Specialist will serve as the first point of contact for customers of a SaaS clinical trial management platform, managing support requests, documenting interactions, and resolving issues within defined SLAs.

Key responsibilities

• Manage inbound support requests via phone, email, and ticketing system, triaging and prioritizing tickets according to SLA guidelines
• Provide professional support to customers on platform navigation and conduct training sessions on features and best practices
• Maintain compliance with HIPAA requirements while documenting recurring issues and contributing to the team's knowledge base

Required qualifications

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