Clinical Site Support Specialist – Senior Project Specialist

🔥 12 hours ago

🇪🇸 Spain – Remote

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 10%

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Syneos Health

WebsiteLinkedInAll Job Openings

10,000+ employees

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

Syneos Health is a leading fully integrated biopharmaceutical solutions organization built to accelerate customer success. They translate unique clinical, medical affairs, and commercial insights into outcomes to address modern market realities. By utilizing advanced technologies and insights, Syneos Health collaborates with clients to speed the delivery of important therapies to patients worldwide, offering services that span the entire clinical-to-commercial spectrum.

📋 Description

• Maintain thorough working knowledge of the Client Unified Credential authentication flow and its connections to Atom5, LillyNexus, and IWRS • Maintain working knowledge of MFA options including Auth0, ID.me, Google, and Microsoft, and troubleshoot enrollment and login issues • Direct sites to self-serve resources for standard enrollment questions • Conduct scheduled or on-demand live walkthrough sessions covering MFA setup and platform navigation • Network with Product Owners, technical leads, and program stakeholders to resolve issues outside standard troubleshooting scope • Build close working relationships with the Client program team and fellow Syneos support staff to ensure consistent service quality • Share recurring issues and resolutions across the support team, cross-study, and cross-system to reduce repeat escalations • Understand how MFA enrollment delays or errors affect site access to trial systems, trial activity, and data continuity • Track site-level MFA enrollment and training completion against migration gate dates using the program tracking dashboard • Escalate unresolved technical issues to the technical resource or program lead promptly • Respond to site support incidents within defined SLA windows • Document recurring issues and site feedback to inform FAQ and self-serve content updates • Serve as Subject Matter Expert on the Client Unified Credential support model as needed • Maintain awareness of applicable client clinical technology standards, procedures, and business processes

🎯 Requirements

• Prior experience in customer service, technical support, or help-desk operations, ideally within healthcare, clinical trials, or another regulated industry • Working knowledge of multi-factor authentication (MFA) concepts and common troubleshooting scenarios, including authenticator apps and passkeys or similar • Strong verbal and written communication skills, with demonstrated ability to guide non-technical users through technical steps • Ability to manage a queue of concurrent site requests across self-serve and live-session channels • Ability to accurately track and report on completion status against deadlines • Availability aligned to site support hours for assigned region(s); regional coverage model to be confirmed before finalizing • Equivalent experience, skills, and/or education will also be considered

🏖️ Benefits

• Career development and progression • Supportive and engaged line management • Technical and therapeutic area training • Peer recognition • Total rewards program • Inclusive culture where employees can authentically be themselves