Product Support Specialist II

🔥 13 hours ago

🇺🇸 United States – Remote

💵 $58.5k - $96.5k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

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Advarra

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1983

🏥 Healthcare

💼 Consulting

☁️ SaaS

Healthcare • Consulting • SaaS

Advarra is a provider of integrated regulatory oversight and clinical trial technology, combining independent IRB review and compliance services with enterprise SaaS platforms (including Braid, OnCore, Clinical Conductor, eReg, and eSource). The company delivers operational intelligence, AI-powered protocol design and automation, site collaboration, study startup and enrollment tools, and strategic enablement services to sponsors, CROs, research sites, and institutions to improve efficiency, compliance, and patient safety across the clinical trial lifecycle.

📋 Description

• Develop and maintain strong working knowledge of the Advarra product suite, product integrations, and customer workflows • Analyze moderately complex customer issues by gathering information, identifying root causes, and recommending solutions • Develop an understanding of customer processes and standard operating procedures • Gain knowledge of clinical research workflows to support customer questions • Provide support via email, chat, or ticket system and troubleshoot complex issues • Facilitate troubleshooting and communication across multiple teams, escalating unfamiliar or high-impact issues as appropriate • Develop good working relationships and build trust with customers • Serve as a resource for peers on product functionality and support processes • Serve as a liaison between customers and Product teams • Track and communicate customer suggestions for software enhancements • Stay current with application updates and demonstrate new functionality to customers • Engage team members to provide product demonstrations for existing customers and the business development team • Participate in process improvement initiatives and support implementation of approved changes • Assist with onboarding, training, or mentoring new team members • Perform other job-related duties as assigned • Spend approximately 90% of time on customer support and 10% on team initiatives, learning, and process improvement

🎯 Requirements

• High school diploma • 3+ years of experience providing customer support • Demonstrated professional proficiency with MS Office (Word, Excel, and PowerPoint) • Experience collaborating effectively with cross-functional teams to resolve customer issues • Experience providing customer support for software applications • Experience conducting training for existing customers or prospects • Experience contributing to process improvements, documentation, or knowledge management initiatives • Previous experience within the software industry or clinical research • Demonstrated effective communication skills, including listening, writing, and speaking • Strong time management skills and ability to effectively manage multiple priorities • Strong analytical, problem-solving, and interpersonal skills • Experience using Zendesk and Atlassian JIRA • Ability to work both independently and within a team • Ability to learn and comprehend basic instructions • Ability to focus and attend to tasks and responsibilities • Verbal communication; listening and understanding, responding, and speaking

🏖️ Benefits

• Variable bonus eligibility in addition to base salary • Health coverage • Paid holidays

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