Customer Support Specialist

🕒 April 29

🤠 Texas – Remote

🤠 Texas – Remote

💵 $20 - $25 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

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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

• Serve as the first point of contact for inbound support requests via phone, email, and ticketing system (Salesforce). • Triage, categorize, and prioritize tickets according to SLA guidelines. • Document all interactions accurately and completely in Salesforce. • Resolve Tier 1 issues independently and escalate Tier 2+ issues. • Provide professional, solution-oriented support to customers. • Guide customers through platform navigation and troubleshooting workflows. • Schedule and conduct training sessions for new and existing customers. • Maintain full compliance with HIPAA Privacy Rule requirements. • Communicate clearly with cross-functional teammates.

🎯 Requirements

• 2+ years of customer service or technical support experience in a SaaS or software environment. • Experience working with or supporting clinical research sites. • Familiarity with site workflows, regulatory requirements, or clinical data systems. • Ability to troubleshoot web-based software applications. • Exceptional written and verbal communication skills. • Comfortable working in a ticket-driven environment with defined SLAs. • Strong organizational skills. • High School Diploma or equivalent required.

🏖️ 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 matching at 100% of the first 3% invested and 50% of the next 2% invested