CRIO is a leading provider of eSource solutions for clinical research. Our platform streamlines clinical data collection and management, ensuring protocol compliance and reducing errors. By eliminating paper binders and automating workflows, we help clinical trial sites and sponsors save time and money, improve data quality, and enhance patient safety. Our digital-first, site-centric approach supports virtual, hybrid, and traditional study structures, making clinical trials more efficient and effective.
Founded in 2015 by a clinical trial site owner seeking to improve his own business, today CRIO is the industry leader in site eSource with a fast-growing presence serving sponsors and CROs. CRIO is in use on 6000+ protocols at more than 2500 sites in 30 countries. In fact, the strength of our site community drives our growth which is why we place so much value on hands-on clinical research experience.
Responsibilities:
- Identify and troubleshoot common client incidents.
- Research issues using CRIO resources and test solutions in sandbox environments.
- Document incidents, workarounds, and resolutions for future reference.
- Escalate complex technical issues as needed.
- Work with Customer Experience (CX) teams to highlight critical client concerns.
- Coordinate with the Product Team to escalate support tickets requiring Engineering intervention.
- Develop expertise in CRIO systems, completing all required modules and certifications.
- Reference standard operating procedures (SOPs) to guide client interactions.
- Provide client support via LiveChat, email, and direct communication.
- Engage in internal communications via Slack, email, meetings, and JIRA boards.
- Continuously refine customer engagement and troubleshooting communication skills.
Experience/Training:
- 2-5 years of experience in Technical Support, Customer Support/Success
- Demonstrated career progression, including leadership impact
- Enterprise (B2B) Client Support experience with a SaaS product; ideally in IT/Healthcare IT landscape
Required Skills:
- A strategic thinker with strong analytical and research skills who can use data and resources to find solutions
- Strong organizational and time management skills.
- Flexible schedule
- Experience working with offshore support resources preferred
- Highly self motivated
- Has worked with remote teams and effective communication in a digital/remote landscape
- Excellent written and verbal communication abilities.
- Ability to multitask and work efficiently in a team-oriented environment.
Benefits & Perks:
- Work from anywhere
- Unlimited PTO
- 401k company match
- Healthcare
- Dental
- Vision (Company Paid 100%)
- Life insurance
- Professional development
- Work From Home Expense Reimbursement
Equal Employment Opportunity
We’re proud to be an equal opportunity employer and welcome our employee’s differences, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Difference makes us better. Join us.
Salary Range - $50,000---$60,000
Top Skills
What We Do
CRIO is a health tech company helping pharma, biotech, research sites, and academic research centers streamline regulatory workflows with one system that enables a single point of data capture. As the leader in eSource technology, CRIO enables remote monitoring and immediate data review with a powerfully integrated eSource/EDC solution. The system delivers a single point of data capture, eliminating the need to re-enter data into EDC.
At CRIO, our mission is to design and deliver a modern, intuitive and integrated software platform that reimagines clinical trials for quality, speed, and patient-centricity.
CRIO keeps your source data secure and protects data integrity with built-in compliance across 21 CFR 11, ICH-GCP, GDPR, HIPAA, and other global regulations. Now you can bring trials to patients where they're at and access that data anytime, anywhere.
For sites, CRIO is an enterprise tool for clinical trial management. For sponsors and CROs, CRIO serves as a single data platform for centralized monitoring. Our software frees you from inefficient, error-prone binders to capture source data. CRIO’s autofill and data validation tools reduce protocol deviations and save time. With patient scheduling, recruiting, financial management, and so much more, CRIO is an all-in-one enterprise solution for sites, sponsors and CROs.
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