Product Support Representative at Advarra (Baltimore, MD)

| Baltimore, MD
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Advarra provides integrated solutions that safeguard trial participants, empower clinical sites, ensure compliance, and optimize research performance. Connecting the clinical research ecosystem, Advarra delivers solutions through a site-centric approach that unifies and accelerates the drug development lifecycle, making clinical trials safer, smarter, and faster.

General Summary:

The Product Support Representative will help resolve issues related to products and/or services by providing advice and technical assistance. This position requires an enthusiastic, outgoing individual who will thrive in a high-tech, fast-paced environment. This position is integral to our unique competitive advantage.

Working hours:

  • 11:00am-8:00pm EST
  • 10:00am-7:00pm CST
  • 9:00am-6:00pm MST
  • 8:00-5:00pm PST

Principal Duties & Responsibilities:

  • Build and maintain expert knowledge of company software applications
  • Efficiently respond to customer technical inquiries via phone, email, chat queues and ticketing system
  • Effectively troubleshoot and document technical cases, own customer cases until resolution
  • Identify customer needs and assist customers in the use of product features
  • Utilize the company's customer support system to record and escalate customer cases
  • Communicate effectively with healthcare professionals and understand industry workflows
  • Build and maintain clinical research and healthcare industry knowledge
  • Perform other job-related duties as assigned
  • Work hours are 11:00am to 8:00pm EST and may require some on-call support at times


  • Associates Degree preferred or equivalent related working experience


  • Prior experience handling customer product support cases through phone, email and chat submission
  • Prior experience or knowledge of clinical research or healthcare field preferred
  • Prior experience with Clinical Trials background a plus

Knowledge, Skills, Abilities:

  • Exceptional written and verbal communication skills
  • People-oriented, friendly personality
  • Quick learner with a high attention to detail; ability to multi-task
  • Ability to be both a team player and individual contributor
  • Ability to obtain a VA security clearance
  • Understanding of modern software design concepts desired

Physical and Mental Requirements:

  • Sit or stand for extended periods of time at stationary workstation
  • Learn and comprehend instructions
  • Focus and attention to tasks and responsibilities
  • Verbal communication; listening and understanding, responding, and speaking


EEO Statement:Advarra provides equal employment opportunity to all individuals regardless of their race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, veteran, marital, or domestic partner status, citizenship, genetic information or any other status or characteristic covered by federal, state, or local law. Further, the company takes affirmative action to ensure that applicants are employed, and employees are treated during employment without regard to any of these characteristics. Discrimination of any type will not be tolerated. EEO/M/F/Disabled/Vets

Advarra employees must be fully vaccinated against COVID-19 as a condition of employment unless a medical or religious exemption is approved. Being fully vaccinated means that an individual is at least two weeks past their final dose of an authorized COVID-19 vaccine regimen. This offer of employment is contingent on meeting these requirements and may be rescinded after 10 days if employee is not compliant or has not entered into the process to become compliant or request exemption. Employees must be either fully vaccinated or have received an approved exemption as of their first day of work. Requests for exemption should be coordinated through your recruiter.


Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
More Information on Advarra
Advarra operates in the Healthtech industry. The company is located in Columbia, MD, Malvern, PA, Durham, NC, Cincinnati, OH, Indianapolis, IN, Madison, WI and Austin, TX. Advarra was founded in 1983. It has 852 total employees. To see all 2 open jobs at Advarra, click here.
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