Customer Support Specialist

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

📋 Description

• Act as the primary contact for incoming support inquiries via phone, email, and the Salesforce ticketing system.

• Assess, classify, and prioritize support tickets based on SLA guidelines.

• Accurately log all customer interactions in Salesforce, including case creation, updates, and closure notes.

• Independently resolve Tier 1 issues and escalate Tier 2+ concerns with comprehensive context and documentation.

• Monitor queue performance and proactively identify aged or at-risk tickets prior to SLA expiration.

• Deliver professional, solution-focused support to clients utilizing clinical trial management platforms.

• Assist customers in navigating the platform, managing accounts, permissions, user roles, and standard troubleshooting processes.

• Organize and lead training sessions for customers on platform features, workflows, and best practices.

• Identify and promote opportunities to educate customers on underutilized functionalities.

• Ensure compliance with HIPAA Privacy Rule standards.

• Adhere to support procedures, escalation paths, and knowledge base protocols.

• Document recurring issues, solutions, and instructional guides within the knowledge base.

• Engage in team huddles, training sessions, and calibration activities.

• Collaborate with L2 Specialists, Support Leads, and the Product Health team to address technical issues.

• Communicate recurring issues and customer challenges to facilitate process improvements and product feedback.

• Represent the organization with professionalism in all customer and internal communications.

⛳️ Requirements

• Minimum of 2 years of customer service or technical support experience in a SaaS or software context.

• Experience in supporting clinical research sites, with knowledge of site workflows, regulatory requirements, or clinical data systems.

• Proven ability to troubleshoot web-based software applications and convey technical solutions in accessible language.

• Outstanding written and verbal communication skills with a professional, customer-centric approach.

• Comfortable operating in a ticket-driven environment with established SLAs and accountability for productivity metrics.

• Excellent organizational abilities — capable of managing a multi-item queue, prioritizing competing demands, and following up reliably.

• High School Diploma or equivalent is required.

• Capacity to adhere to HIPAA Privacy Rule requirements and manage Protected Health Information (PHI).

🏝️ Benefits

• Remote work arrangement