Software Support Specialist I

4 weeks ago

Conshohocken, United States Suvoda Full time

Software Support Specialist I (US East Coast, Remote) 

Reports to: Manager, Customer Care; or Manager, Support; or Group Lead, Customer Care levels  

Department: Services Support  

Responsibilities:  

  • Provide support to system users in multiple countries via the telephone and email  
  • Clearly document all communication with system users  
  • Troubleshoot and resolve user-reported issues and communicate resolution back to system user   
  • Add and update highly-sensitive production data for clinical while maintaining trial integrity and regulatory compliance  
  • Investigate, diagnose, and escalate system issues to relevant teams when necessary for resolution  
  • Collaborate with cross-functional teams in identifying and providing solutions for system users  
  • Work well under pressure in a fast-paced dynamic environment with short resolution times  
  • Manage multiple requests with competing priorities and reprioritize as needed   
  • Adapt product expertise and knowledge to solve user issues stemming from complex IRT requirements  
  • Conceptualize and drive best practices in Customer Care   
  • Identify and implement process improvements focused on driving towards greater efficiency or improved quality in Customer Care  
  • Assist with departmental initiatives such as creation of new tools, enhancement of processes, development of new processes, etc+  
  • Identify and resolve issues related to data integrations, including data inconsistencies and system errors  
  • Perform other related duties as required   

Requirements:  

  • Bachelor’s Degree preferred  
  • Computer-operating skills  
  • Friendly, service-oriented attitude  
  • Written and verbal communication skills  
  • Attention to detail  
  • Ability to identify and solve problems in an efficient and effective manner  
  • Ability to work independently with little to no supervision  
  • Ability to take initiative to use resources to investigate issues and present solutions  
  • Prior technical support experience preferred, especially in IRT or related field  
  • Multilingual skills preferred  

Experience  

  • Some experience in IRT or related field preferred  

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