Product Support Specialist, Level II

Job not on LinkedIn

🔥 1 minute ago

🇺🇸 United States – Remote

💵 $58.5k - $96.5k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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

• Provide customer support through email, chat, or ticket system • Troubleshoot complex customer issues, including issues requiring multiple days to resolve • Become proficient in Advarra’s core applications, integrations, and customer use cases • Understand customer processes, standard operating procedures, and clinical research workflows • Facilitate troubleshooting and communication across multiple internal teams • Collaborate with internal project management, engineering, and Product management teams • Build customer relationships and demonstrate responsiveness and urgency • Serve as an internal escalation point and customer advocate • Assign action items to team members to deliver timely resolutions • 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 • Engage team members for product demonstrations supporting existing customers and business development • Perform other job-related duties as assigned • Spend approximately 90% of time on customer support and 10% on team functions and learning

🎯 Requirements

• High school diploma • 3+ years of experience providing customer support • Experience providing customer support for software applications • Experience conducting training for existing customers or prospects • Professional experience translating customer requirements into product functionality and design • Bachelor’s degree preferred • Previous experience within the software industry or clinical research preferred • Proficiency with MS Office (Word, Excel, and PowerPoint) preferred • 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 • Ability to work independently and integrate into a team environment • Ability to work remotely from the United States • Ability to sit or stand for extended periods at a stationary workstation • Ability to regularly carry, raise, and lower objects of up to 10 lbs.

🏖️ Benefits

• Variable bonus eligibility • Health coverage • Paid holidays • Equal employment opportunity and inclusive workplace commitment