Customer Support Specialist

🔥 0 minutes ago

🤠 Texas – Remote

🤠 Texas – Remote

💵 $20 - $25 / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

👻 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.

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 customer interactions accurately and completely 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 sessions • Educate customers on underutilized features to improve adoption and satisfaction • Maintain HIPAA Privacy Rule compliance when accessing Protected Health Information • 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 • 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, including familiarity with site workflows, regulatory requirements, or clinical data systems • Demonstrated ability to troubleshoot web-based software applications and communicate technical solutions in plain language • Exceptional written and verbal communication skills with a professional, customer-first demeanor • Comfortable working in a ticket-driven environment with defined SLAs and accountability to productivity metrics • Strong organizational skills—able to manage a multi-item queue, prioritize competing demands, and follow up reliably • High School Diploma or equivalent required • Familiarity with Salesforce (Service Cloud or Experience Cloud), JIRA, or similar ticketing/CRM platforms • All successful candidates must complete and pass reference and background checks • The desired salary must be indicated for the application to be considered • Must verify identity and eligibility to work 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% invested