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.
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Family Leave (Maternity, Paternity)
- Short Term & Long Term Disability
- Training & Development
- Work From Home
- Wellness Resources
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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.
