Clinical Site Support Specialist – Sponsor Dedicated

🔥 14 hours ago

🇺🇸 United States – Remote

💵 $47k - $79.9k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Syneos Health

WebsiteLinkedInAll Job Openings

10,000+ employees

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

Syneos Health is a leading fully integrated biopharmaceutical solutions organization built to accelerate customer success. They translate unique clinical, medical affairs, and commercial insights into outcomes to address modern market realities. By utilizing advanced technologies and insights, Syneos Health collaborates with clients to speed the delivery of important therapies to patients worldwide, offering services that span the entire clinical-to-commercial spectrum.

📋 Description

• Serve as the primary point of contact for clinical trial sites requiring credentialing, authentication, and platform access assistance • Deliver concierge-style, white-glove support focused on site success and user satisfaction • Respond to site inquiries and support requests within established service-level expectations • Build relationships with site personnel, sponsor teams, and program stakeholders • Guide users through Multi-Factor Authentication enrollment and setup • Troubleshoot login, authentication, identity verification, and access issues across multiple clinical technology platforms • Assist users with authenticator applications, passkeys, and other access verification methods • Conduct scheduled and on-demand virtual support sessions • Provide real-time assistance with platform navigation and access issues • Investigate issues, identify root causes, determine resolution pathways, and escalate complex technical issues • Partner with Product Owners, technical leads, and stakeholders on issues outside standard support scope • Track open issues and follow through to resolution • Communicate status updates and next steps to users • Monitor site enrollment progress and completion metrics • Track training participation, platform adoption, and support activities using program tools and dashboards • Maintain accurate records of support requests, resolutions, and follow-up activities • Document recurring issues, trends, and best practices • Provide feedback to improve FAQs, user guides, training materials, self-service resources, and support workflows • Partner with sponsor teams and internal stakeholders to ensure a consistent support experience • Share knowledge and lessons learned across support teams • Contribute to process improvements that enhance efficiency and user satisfaction • Serve as a Subject Matter Expert for unified credentialing support processes • Support initiatives that improve site engagement and technology adoption

🎯 Requirements

• Bachelor's degree or equivalent combination of education and relevant experience preferred • Experience in customer service, technical support, help desk operations, user support environments, and healthcare, life sciences, clinical research, or other regulated industries • Working knowledge of Multi-Factor Authentication (MFA), identity verification processes, authenticator applications, passkeys and credential management, and user access troubleshooting • Strong verbal and written communication skills; ability to explain technical concepts to non-technical audiences • Ability to deliver high-touch customer service while managing multiple competing priorities • Experience tracking activities, deadlines, and completion metrics • Comfort facilitating live virtual support sessions and user training • Strong organizational skills and attention to detail • Proficiency with Microsoft Office Suite, web-based support tools, and online collaboration platforms • Ability to work independently while collaborating effectively with cross-functional teams • Preferred: experience supporting clinical trial sites or clinical research technologies • Preferred familiarity with CTMS platforms, eCOA systems, eConsent solutions, IRT/IWRS platforms, and clinical trial technology ecosystems • Preferred experience with system migrations, platform implementations, user adoption initiatives, SSO transitions, and MFA rollouts • Preferred experience with identity management platforms such as Auth0, ID.me, Microsoft, and Google • Preferred previous experience supporting sponsor-dedicated programs within a CRO, biotechnology, pharmaceutical, or healthcare environment • Preferred understanding of clinical research site workflows and operational challenges

🏖️ Benefits

• Career development and progression • Supportive and engaged line management • Technical and therapeutic area training • Peer recognition and total rewards program • Company car or car allowance may be included • Medical, dental, and vision health benefits • Company match 401(k) • Eligibility to participate in Employee Stock Purchase Plan • Eligibility to earn commissions/bonus based on company and individual performance • Flexible paid time off (PTO) • Sick time • Reasonable accommodations, when appropriate