Product Support Specialist, Level II

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

📋 Description

• Deliver customer support via 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 scenarios

• Comprehend customer procedures, standard operating practices, and clinical research workflows

• Facilitate troubleshooting and communication among various internal teams

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

• Cultivate customer relationships while exhibiting responsiveness and a sense of urgency

• 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 functionalities to customers

• Involve team members in product demonstrations to support current customers and business development

• Carry out additional job-related responsibilities as assigned

• Allocate approximately 90% of time to customer support and 10% to team functions and professional development

⛳️ Requirements

• High school diploma

• Over 3 years of experience in customer support

• Experience in providing customer support for software applications

• Experience in training existing customers or potential clients

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

• Bachelor's degree preferred

• Previous experience in the software industry or clinical research preferred

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

• Strong communication skills, including listening, writing, and verbal communication

• Excellent time management skills with the ability to manage multiple priorities effectively

• Strong analytical, problem-solving, and interpersonal abilities

• Capacity to work independently while integrating into a team environment

• Ability to work remotely from the United States

• Capability to sit or stand for prolonged periods at a stationary workstation

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

🏝️ Benefits

• Eligibility for variable bonuses

• Health insurance coverage

• Paid holiday time

• Commitment to equal employment opportunities and an inclusive workplace