Customer Support Specialist II

🕒 April 7

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RealTime eClinical Solutions

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2011

💰 Private Equity Round on 2022-01

RealTime eClinical Solutions is a leading enterprise-grade technology provider facilitating global clinical trials with a comprehensive eClinical platform. Purpose-built for clinical research sites, site networks, academic medical centers, sponsors, and CROs, the platform goes beyond traditional CTMS to empower research and business workflows for modern-day clinical trials.

📋 Description

• Own Tier 2 issue resolution across assigned RealTime platforms (SOMS and Complion) • Conduct structured root cause analysis on escalated issues; document findings clearly in JIRA • Serve as the primary liaison between the support team and the Product Health team • Resolve or meaningfully advance all Tier 2 tickets within SLA targets • Act as an in-queue resource for L1 Specialists on technical questions • Assist with L1 ticket reviews and QA, providing constructive feedback • Contribute to onboarding and ongoing training of new L1 Specialists • Conduct customer-facing troubleshooting calls and screen-share sessions • Monitor and report on recurring issue patterns • Maintain full compliance with HIPAA Privacy Rule requirements.

🎯 Requirements

• 3+ years of customer support or technical support experience • Demonstrated ability to independently investigate and resolve complex application and workflow issues in a SaaS environment • Experience with clinical trial management systems, electronic data capture (EDC), or healthcare IT software strongly preferred • Proficiency with Salesforce (case management) and JIRA or equivalent ticketing and project management tools • Strong analytical and conceptual thinking skills • Excellent written and verbal communication skills • Demonstrated ability to mentor peers and contribute to team knowledge-sharing.

🏖️ Benefits

• Health insurance • Long-term disability • Life insurance • Unlimited Paid Time Off • 10 paid Holidays • Paid Parental Leave • Work Anniversary Bonus • Participation in the Employee of the Quarter Program • Monthly $100 Connectivity Stipend Reimbursement • 401K contributions (100% of the first 3%, 50% of the next 2%)