Customer Support Specialist

🕒 August 5

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

RealTime eClinical Solutions

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2011

🏥 Healthcare

🧬 Biotechnology

💰 Private Equity Round on 2022-01

Healthcare • Biotechnology

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 Salesforce ticketing system • Triage, categorize, and prioritize tickets according to SLA guidelines • Document interactions, case creation, updates, and closure notes accurately in Salesforce • 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 support for SOMS and Complion clinical trial management platforms • Guide customers through platform navigation, account management, permissions, user roles, and troubleshooting • Schedule and conduct customer training on platform features, workflows, and best practices • Educate customers on underutilized features to improve adoption and satisfaction • 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 escalations • Share recurring issue and customer pain-point observations to inform process improvements and product feedback

🎯 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 • Ability to communicate technical solutions in plain language • Exceptional written and verbal communication skills • Customer-first professional demeanor • Comfortable working in a ticket-driven environment with defined SLAs and productivity metrics • Strong organizational skills and ability to manage a multi-item queue • Ability to prioritize competing demands and follow up reliably • High School Diploma or equivalent required • Familiarity with Salesforce, JIRA, or similar ticketing/CRM platforms is an advantage • All successful candidates must complete and pass reference and background checks • Must verify identity and work eligibility in compliance with federal law

🏖️ Benefits

• Health insurance • Long-term disability insurance • 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: 100% of the first 3% invested and 50% of the next 2%