Product Support Specialist II

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

📋 Description

• Deliver customer support through email, chat, or a ticketing system.

• Resolve intricate customer issues, including those that may take several days to fix.

• Achieve proficiency in Advarra’s essential applications, integrations, and customer use cases.

• Gain insight into customer processes, standard operating procedures, and clinical research workflows.

• Facilitate communication and troubleshooting among various teams.

• Collaborate with internal project management, engineering, and product management teams.

• Cultivate customer relationships and foster trust.

• Act as an internal escalation point and advocate for customers.

• Delegate action items to team members to ensure timely resolutions.

• Serve as a liaison between customers and product teams to address issues.

• Monitor and relay customer suggestions for software improvements.

• Keep up-to-date with application updates and showcase new features to customers.

• Involve team members in product demonstrations that support both existing customers and business development.

• Undertake additional job-related duties as assigned.

• Allocate roughly 90% of time to customer support and 10% to team functions and learning.

⛳️ Requirements

• High school diploma.

• Over 3 years of experience in customer support.

• Background in providing customer support for software applications.

• Experience in conducting training sessions for existing customers or potential clients.

• Professional experience in translating customer needs into product functionality and design.

• Bachelor’s degree is preferred.

• Prior experience within the software industry or clinical research is preferred.

• Proficiency in MS Office (Word, Excel, and PowerPoint).

• Strong communication skills, encompassing listening, writing, and speaking abilities.

• Excellent time management skills and capability to handle multiple priorities effectively.

• Robust analytical, problem-solving, and interpersonal skills.

• Ability to work independently while integrating into a team environment.

• Must be able to work remotely from the United States.

• Capacity to sit or stand for extended periods at a stationary workstation.

• Ability to regularly lift, raise, and lower objects weighing up to 10 lbs.

🏝️ Benefits

• Variable bonus eligibility.

• Health insurance coverage.

• Paid holidays.

• Additional benefits.

• Commitment to equal employment opportunities and an inclusive workplace.