Software Support Specialist I (West Coast, US Remote)

Software Support Specialist I (US, West Coast Remote)

Reports to: Manager, Customer Care; or Manager, Support; or Group Lead, Customer Care levels  

Department: Services Support  

This role is supporting the evening schedule in our Customer Care Department. The schedule is 2:00pm - 10:00pm Pacific Time, Monday - Friday.

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