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

💼 Consulting

📦 Logistics

📣 Marketing

Consulting • Logistics • Marketing

Advarra is a provider of integrated technology and services for clinical research, combining institutional review and compliance services with software platforms to support the full clinical trial lifecycle. The company offers ethics review services (IRB, IBC, DMC, endpoint adjudication), site enablement and research staffing, and a suite of cloud products — including eRegulatory, eConsent, eSource/EDC, CTMS and study design tools — plus an AI-powered operational intelligence engine (Braid) to streamline trial start-up, enrollment, and operations. Advarra serves sponsors, CROs, research sites, and institutions with a focus on patient protection, regulatory compliance, and accelerating trial outcomes.

📋 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 understanding of customer processes and standard operating procedures • Gain knowledge of clinical research workflows to provide context for 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 • Build trusting customer relationships and demonstrate responsiveness and urgency • Serve as a resource for peers on product functionality and support processes • Liaise between customers and Product teams to resolve issues • Track and communicate customer suggestions for software enhancements • Stay current with application updates and demonstrate new functionality to customers • Support 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 • College degree or equivalent experience (preferred) • Experience contributing to process improvements, documentation, or knowledge management initiatives (preferred) • Previous experience within the software industry or clinical research (preferred) • Demonstrated effective communication skills, including listening, writing, and speaking (preferred) • Strong time management skills and ability to effectively manage multiple priorities (preferred) • Strong analytical, problem-solving, and interpersonal skills (preferred) • Experience using Zendesk and Atlassian JIRA (preferred) • Ability to work both independently and within a team (preferred) • Ability to work remotely in the US

🏖️ Benefits

• Variable bonus eligibility • Health coverage • Paid holidays • Equal opportunity workplace • Reasonable accommodation for applicants with disabilities

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