Software Support Specialist I (US, West Coast Remote)
Reports to: Manager, Customer Care; or Manager, Support; or Group Lead, Customer Care levels
Department: Services Support
This role is supporting the evening schedule in our Customer Care Department. The schedule is 2:00pm - 10:00pm Pacific Time, Monday - Friday.
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
What We Do
Suvoda’s sole focus is to offer the industry’s leading SaaS solution for randomization and trial supply management. Suvoda’s Interactive Response Technology (IRT/IWRS) with Trial Intelligence combines the flexibility of a custom solution with the speed of a configurable platform, offering 4-6 week deployment, reimagined reporting, and easy integration.
