Customer Support Specialist

Job not on LinkedIn

🕒 September 17

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 23%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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CDIT LLC

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2003

🤝 B2B

☁️ SaaS

B2B • Software Development • SaaS

CDIT LLC is an execution-based firm that focuses on delivery, integrity, and transparency in all its business operations. With over 20 years of experience, CDIT provides innovative Information Technology and Management Services, specializing in Software Development. The company prioritizes customer-driven solutions and maintains a culture that fosters talent and excellence among its employees, ensuring quality project management for both large and small projects.

📋 Description

• Serve as the first point of contact for inbound support requests via phone, email, and Salesforce ticketing system • Triage, categorize, and prioritize tickets according to SLA guidelines • Document all customer interactions accurately in Salesforce, including case creation, updates, and closure notes • Resolve Tier 1 issues independently and escalate Tier 2+ issues with clear context and documentation • Monitor queue performance and flag aged or at-risk tickets before SLA breach • Provide professional, solution-oriented support to customers using clinical trial management platforms • Guide customers through platform navigation, account management, permissions, user roles, and standard troubleshooting workflows • Schedule and conduct customer training sessions on platform features, workflows, and best practices • Identify opportunities to educate customers on underutilized features • Maintain compliance with HIPAA Privacy Rule requirements • Follow support procedures, escalation paths, and knowledge base protocols • Document recurring issues, solutions, and how-to guides in the knowledge base • Participate in team huddles, training sessions, and calibration exercises • Collaborate with L2 Specialists, Support Leads, and the Product Health team on technical issues • Share recurring issues and customer pain points to support process improvements and product feedback loops • Represent the organization professionally in customer and internal interactions

🎯 Requirements

• 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, 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 professional, customer-first demeanor • Comfortable working in a ticket-driven environment with defined SLAs and accountability to productivity metrics • Strong organizational skills — able to manage a multi-item queue, prioritize competing demands, and follow up reliably • High School Diploma or equivalent required • Ability to comply with HIPAA Privacy Rule requirements and handle Protected Health Information (PHI)

🏖️ Benefits

• Remote work arrangement