Customer Support Specialist

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

📋 Description

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

• Assess, classify, and prioritize tickets in accordance with SLA standards.

• Accurately and thoroughly document customer interactions within Salesforce.

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

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

• Provide professional support for SOMS and Complion clinical trial management systems.

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

• Organize and conduct training sessions for customers.

• Inform customers about underutilized features to enhance adoption and satisfaction levels.

• Ensure compliance with HIPAA Privacy Rule when accessing Protected Health Information.

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

• Record recurring issues, solutions, and instructional guides in the knowledge base.

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

• Collaborate with Level 2 Specialists, Support Leads, and the Product Health team.

• Relay observations of recurring issues and customer pain points to support process enhancements and product feedback.

⛳️ Requirements

• A minimum of 2 years of experience in customer service or technical support within a SaaS or software environment.

• Experience supporting clinical research sites, including knowledge of site workflows, regulatory standards, or clinical data systems.

• Proven ability to troubleshoot web-based software applications and articulate technical solutions in layman's terms.

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

• Proficient in working in a ticket-driven setting with established SLAs and accountability for productivity metrics.

• Strong organizational abilities—capable of managing a multi-item queue, prioritizing competing tasks, and following up consistently.

• High School Diploma or equivalent is required.

• Familiar with Salesforce (Service Cloud or Experience Cloud), JIRA, or comparable ticketing/CRM platforms.

• All successful candidates will need to complete and pass reference and background checks.

• Applicants must indicate their desired salary for consideration.

• Verification of identity and eligibility to work in compliance with federal regulations is mandatory.

🏝️ 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