Technical Support Lead

Altoida is a pioneer in developing digital biomarkers of neurological disease using augmented reality and machine learning. Our technology platform is designed to enable an objective evaluation of an individual’s neurological health, allowing for more accurate patient selection and stratification for clinical trials, as well as sensitive monitoring of disease progression. Altoida’s mission is to provide life sciences companies with actionable insights using real-world data to increase the success rate for novel therapeutics, and usher in a new era of precision neurology using digital biomarkers. Our proprietary evidence-based platform is founded on more than 20 years of scientific research and published in multiple peer-reviewed papers including Nature Digital Medicine. For more information, visit www.altoida.com. Follow us on Twitter @altoida. 

Altoida’s culture is united around six core principles:

- Patient-First

- Open Communication

- Collaborative 

- Reliable

- Embrace Positive Change

- Think and Build at Scale

Your Work at Altoida

As a Technical Support Lead at Altoida, you will lead the team with direct responsibility for

supporting our customers with any questions or issues they may have. As the team lead, you

will have some hands-on responsibilities for direct engagement with customers while also

driving functional improvements

This role supports key stakeholders – both internally and externally. This role is highly visible,

with an emphasis on white-glove customer service, issue resolution, root cause research, risk

management and effective communications.

Responsibilities

• Manage issue resolution utilizing the proper escalation process ensuring all customer inquiries receive responses in a timely and accurate manner.
• Proficiently communicate technical resolutions to non-technical personnel
• Direct supervision: manage, coach, and ensure proper training and development of all team members.
• Work as a team member to provide direct support for product, application, and performance questions received from direct customers and internal Altoida employees.
• Formally manage the Complaint process to ensure we are compliant with regulations and addressing customer concerns
• Consistently guide the team to prompt issue resolution and continuously demonstrate professionalism while maintaining a keen sense of quality and the customer experience.
• Oversee the continuous improvement and achievement of department KPIs and
• S.M.A.R.T. goals which define service levels and standards
• Conduct “customer focused” user acceptance testing for new releases
• Collaborate with the Product & Engineering teams on user issues, application bugs, and enhancement requests
• Participate in service improvement projects and initiatives, including providing guidance on the application and processes developed at Altoida that directly affect customers.
• Develop an understanding of the needs of customers, study teams, sites and trial participants, as well as internal cross-functional teams at Altoida

Desired Skills & Experience

• Master’s Degree in a related field OR Bachelor’s Degree with extensive, relevant job experience may be considered.
• Minimum of five (5) years experience in Supervision, Help Desk, Customer Support, or Technical Support
• Experience in the pharmaceutical/biotechnology industry, or related technology fields preferred
• Six Sigma, PMI certification and / or other project management qualifications desired
• Proven proficiency in standard support tools, with familiarity of Jira, SmartSheet, MS
• Projects, Monday.com or various other tools
• Excellent interpersonal skills and ability to foster internal and external relationships.
• Exposure to decentralized clinical trials highly advantageous
• Experience with global projects, with ability to manage stringent processes in different cultures
• Experience participating in internal or external audits and regulatory authority inspections preferred
• Ability to work independently and as part of a collaborative team
• Proactive, with strong organizational skills
• Excellent verbal skills, with ability to troubleshoot, train or teach remotely, using phone and video
• Customer obsessed, responsive and service-oriented

Compensation

Altoida provides competitive and comprehensive compensation and benefits programs. Specific benefit offerings may vary by location, position, and/or business unit. The full-time salary range is commensurate with experience.

Location

Altoida’s US headquarters is located in Washington, DC. The position is remote.

Equal Opportunity

Altoida does not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Altoida is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process.