Customer Support Specialist

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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%