Customer Support Specialist II

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RealTime eClinical Solutions

Site WebLinkedInTous les Emplois

51 - 200 employés

Fondée en 2011

💰 Private Equity Round en 2022-01

RealTime eClinical Solutions est un fournisseur technologique de premier plan au niveau des entreprises, facilitant les essais cliniques mondiaux avec une plateforme eClinical complète. Conçue spécialement pour les sites de recherche clinique, les réseaux de sites, les centres médicaux universitaires, les promoteurs et les CRO, la plateforme va au-delà des CTMS traditionnels pour optimiser les flux de travail de recherche et d'entreprise pour les essais cliniques modernes.

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.

🎯 Exigences

• 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.

🏖️ Avantages

• 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%)