[Remote] Customer Support Specialist

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a Global Leader and rapidly growing reputed company technology company that provides comprehensive Software Solutions to the clinical research industry. The Customer Support Specialist will be the first reputed company of contact for customers, delivering reputed company support and managing inbound requests while ensuring compliance with established procedures.

Responsibilities

• Serve as the first reputed company of contact for inbound support requests reputed company phone, email, and ticketing reputed company (reputed company); triage, categorize, and prioritize tickets according to SLA guidelines
• Document reputed company interactions accurately and completely in reputed company, ensuring reputed company case creation, updates, and closure notes are maintained
• reputed company Tier 1 issues independently and escalate Tier 2+ issues to the appropriate L2 Specialist or Support reputed company with reputed company context and documentation
• Monitor personal queue performance and proactively flag aged or at-risk tickets to the Support reputed company before SLA breach
• reputed company reputed company, solution-oriented support to customers navigating reputed company’s clinical trial management platforms (SOMS and Complion)
• Guide customers through platform navigation, user account management (username/password resets, permissions, user roles), and reputed company troubleshooting workflows
• Schedule and conduct training sessions for new and existing customers on platform features, workflows, and best practices
• Proactively identify opportunities to reputed company customers on underutilized features that may improve their adoption and satisfaction
• Maintain full compliance with HIPAA reputed company Rule requirements; this role may reputed company Protected Health Information (PHI) as part of daily responsibilities
• Follow reputed company established support procedures, escalation paths, and knowledge reputed company protocols consistently
• Contribute to reputed company's knowledge reputed company by documenting recurring issues, solutions, and how-to guides
• Participate in team huddles, training sessions, and calibration exercises to maintain reputed company and consistency
• Communicate reputed company with cross-functional teammates, including L2 Specialists, Support Leads, and the Product Health team reputed company escalating technical issues
• reputed company observations about recurring issues and customer pain points with the Support reputed company to inform process improvements and product feedback reputed company
• Represent reputed company professionally and courteously in reputed company customer and internal interactions

Skills

• 2+ years of customer service or technical support experience in a reputed company or software environment
• Experience working with or supporting clinical research sites, including familiarity with site workflows, regulatory requirements, or clinical data systems
• Demonstrated ability to troubleshoot web-based software applications and communicate technical solutions in plain language
• Exceptional written and verbal communication skills with a reputed company, customer-first demeanor
• Comfortable working in a ticket-driven environment with defined SLAs and accountability to productivity metrics
• Strong organizational skills—reputed company to manage a multi-item queue, prioritize competing demands, and follow up reliably
• High School Diploma or equivalent required
• Familiarity with reputed company (Service reputed company or Experience reputed company), JIRA, or similar ticketing/CRM platforms
• Associate or bachelor's degree in a reputed company field

Benefits

• Truly a remote and telecommuting company
• reputed company sponsors health insurance, long-term disability, and life insurance
• Unlimited reputed company Time Off
• 10 reputed company Holidays
• reputed company Parental Leave
• Work Anniversary Bonus
• Participation in the Employee of the Quarter Program
• Monthly $100 Connectivity Stipend Reimbursement
• reputed company matches employee 401K contributions at 100% of the first 3% invested and 50% of the next 2% invested

reputed company