Customer Support Specialist

"Be part of a company that is influential and the standard for a rapidly evolving industry"

WHO ARE WE?

RealTime eClinical Solutions is a global leader and rapidly growing SaaS technology company that provides comprehensive software solutions to the clinical research industry.

Our Vision is to reshape the global clinical research industry with innovative solutions that help advance medicine and save lives. Our cloud-based solutions are dedicated to solving complex problems and simplifying clinical research processes to be more organized, efficient, and cost-effective. We are based out of San Antonio, TX but are truly a remote and telecommuting company.

WHAT ARE WE LOOKING FOR?

The Customer Support Specialist works closely with our valuable clients and provides world-class customer experiences at every touchpoint. In addition to providing amazing customer service, employee tasks include training new and existing customers, username, and password management, verifying user privileges, helping with the navigation of our systems, and troubleshooting customer concerns. Additionally, the Success team provides support by communicating technical solutions in a user-friendly, professional manner. Specialists will also perform other customer support-related duties as required.

WHAT WILL YOU BE DOING?

• Schedule and provide new and existing Clinical Trials Management System (CTMS) training to customers.
• Provide timely and best-in-class customer service and technical support for current and prospective customers.
• Conduct site system reviews and offer customers tips and suggestions on how to utilize Realtime's software solution features better and more fully.
• Educate customers on additional RealTime Clinical Trials Management System (CTMS) product features.
• Respond to customer emails promptly regarding Clinical Trials Management System (CTMS) or training questions, concerns, or issues.
• Answer customer phone calls and assist with questions or issues they are experiencing. Create tickets and escalate issues to our development team for further research and resolution.
• Share best practices and contribute ideas on ways to resolve problems. Improve processes and procedures to serve the customer better and/or improve productivity.
• Solve problems that are sometimes unstructured, requiring reliance on conceptual thinking.
• Create mock-ups of customized customer reports, training, and videos.
• Represent RealTime professionally and courteously (verbal, written, and in appearance) when interacting with internal staff, customers, contractors, and third-party vendors.
• Understand all policies, procedures, guidelines, and training progress.
• Maintain compliance with company policies and procedures regarding the HIPAA Privacy Rule. This role may view protected health information (PHI) as part of daily duties.
• Ability to up-sell existing customers on other RealTime family products.
• Perform other duties as assigned.

WHAT DO YOU NEED?

• A minimum of 2 years of Customer Support experience.
• 6 months of training experience.
• Excellent interpersonal skills and ability to work cross-functionally.
• Experience in the Software-as-a-Service ("SaaS") industry.
• Demonstrated customer focus by investigating and taking action to meet customers' current needs.
• High School diploma.

WHAT SETS YOU APART?

• A minimum of one year of experience within the medical or clinical research industry.
• 1 year of sales experience.

WHAT IS IN IT FOR YOU?

• The company sponsors health insurance, long-term disability, and life policy.
• Unlimited Paid Time Off per calendar year.
• 9 paid Holidays.
• Paid Parental Leave.
• Work Anniversary Bonus.
• Participation in the Employee of the Quarter Program.
• Monthly $100 Connectivity Stipend Reimbursement.
• RealTime matches employee 401K contributions at 100% of the first 3% invested and 50% of the next 2% invested.

***This position is only eligible for people who live in the US.***

All successful candidates must complete and pass reference and background checks.

The desired salary must be indicated for the application to be considered.

The pay rate is commensurate with experience and is determined on an individual basis after an interview has occurred.

Equal Opportunity Employer – RealTime eClinical Solutions strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including employment.

Your Right to Work – In compliance with federal law, all persons hired will be required to verify identity and eligibility.

Thank you for your interest in RealTime eClinical Solutions.