Clinical Site Support Specialist – Senior Project Specialist

This is a fully remote position, open to applicants in Spain.

📋 Description

• Maintain an in-depth understanding of the Client Unified Credential authentication process and its integrations with Atom5, LillyNexus, and IWRS.

• Possess knowledge of multi-factor authentication (MFA) options such as Auth0, ID.me, Google, and Microsoft, and address enrollment and login challenges.

• Guide sites to utilize self-service resources for standard enrollment inquiries.

• Facilitate scheduled or on-demand live walkthrough sessions that cover MFA setup and navigation of the platform.

• Collaborate with Product Owners, technical leads, and program stakeholders to address issues that fall outside of standard troubleshooting procedures.

• Cultivate strong working relationships with the Client program team and fellow Syneos support personnel to ensure a high level of service consistency.

• Communicate recurring issues and their resolutions within the support team, across studies, and between systems to minimize repeated escalations.

• Comprehend how delays or errors in MFA enrollment impact site access to trial systems, trial activities, and data integrity.

• Monitor site-level MFA enrollment and training completion in relation to migration gate deadlines using the program tracking dashboard.

• Promptly escalate unresolved technical issues to the appropriate technical resource or program lead.

• Address site support incidents within designated SLA timeframes.

• Document recurring issues and site feedback to enhance FAQ and self-service content updates.

• Act as a Subject Matter Expert on the Client Unified Credential support model as required.

• Stay informed about relevant client clinical technology standards, procedures, and business processes.

⛳️ Requirements

• Previous experience in customer service, technical support, or help-desk roles, preferably in healthcare, clinical trials, or a regulated environment.

• Proficient understanding of multi-factor authentication (MFA) principles and common troubleshooting situations, including the use of authenticator apps and passkeys or similar tools.

• Excellent verbal and written communication abilities, with a proven track record of guiding non-technical users through technical processes.

• Capability to manage a queue of simultaneous site requests across self-service and live-session platforms.

• Ability to accurately monitor and report on completion statuses relative to deadlines.

• Availability that aligns with site support hours for designated regions; regional coverage model will be confirmed prior to finalization.

• Equivalent experience, skills, and/or education will also be taken into account.

🏝️ Benefits

• Opportunities for career development and advancement.

• Supportive and engaged management team.

• Training in technical and therapeutic areas.

• Recognition from peers.

• Comprehensive rewards program.

• An inclusive culture that encourages employees to be their authentic selves.