Clinical ink is the global life science company that brings data, technology, and patient-centric research together. 

Our deep therapeutic-area expertise, coupled with Direct Data Capture, eCOA, eConsent, telehealth, neurocognitive testing, and digital biomarkers advancements, drive the industry standard for data precision and usher in a new generation of clinical trials. 

By harnessing digital data, we power sponsors, CROs, researchers, and patients to recenter decentralized trials and rewrite the clinical development experience.

Clinical ink

Company Information

Clinical Ink is the global life science company that brings data, technology, and patient science together to unlock clinical discovery. Our deep therapeutic-area expertise, coupled with Direct Data Capture, eCOA, eConsent, telehealth, neurocognitive testing, and digital biomarkers advancement, drive the industry standard for data precision and usher in a new generation of clinical trials. With offices in the United States and Denmark, Clinical Ink is rewriting the clinical development experience.

Job Description

Clinical Ink is seeking a Product Support Analyst I to join our Product Support team based remotely across the United States! The Product Support Analyst I will be responsible for providing exceptional support to end users via email, phone, and chat. This specific position will have working hours from Sunday to Thursday; 8:00 PM - 5:00 AM ET. The ideal candidate will have a passion for technical troubleshooting and solving problems combined with prior experience in a customer-focused support position. The Product Support Analyst I's responsibilities include:

 Provide service to end users by collecting accurate information to categorize and prioritize requests appropriately, and determine the quickest and best method of resolution in the form of support tickets  Create, respond to, and manage tickets via email, voicemail, or phone call within the established timeframes  Manage users’ expectations in a professional, knowledgeable, and persuasive manner while using good customer service and good clinical practices (GCP)  Provide exceptional tier I product support and solutions to external users’ problems and requests  Own issues from receipt through closure with an appropriate sense of urgency for exceptional customer service and optimal time to resolution  Communicate urgent customer situations when further assistance is needed; escalate appropriately, quickly, and effectively both internally and externally  Assist other Product Support Agents when needed/possible to facilitate timely resolutions to all issues presented  Collaborate with colleagues and Management to continuously improve and ensure a remarkable end-user experience  Provide input and feedback on departmental “living documentation” in the form of Wiki comments, how-to articles, and other documents  Work with and as a team, to provide world class support to end users and customers 

Qualifications

Associates degree and at least 2 years’ experience in a busy, product and customer-focused IT support role providing phone and written end-user support, or equivalent experience Ability to work Sunday to Thursday, 8:00 PM to 5:00 AM ET Experience providing end-user support in life sciences or healthcare preferredProven ability to solve problems in a logical, quick, and efficient mannerAbility to learn a variety of technical topics and new tools quickly, including how systems function & the roles they perform from the user perspectiveEffective work prioritization and the ability to work under pressureOutstanding verbal, phone, and written communication skillsDriven customer service ethosTechnical aptitude and enthusiasm for learningSpecific systems or programming knowledge preferredKnowledge of Windows 10 and 11Helpdesk ticketing system(s) experience (such as Salesforce Service, etc.)Experience with basic networking and Wi-Fi preferredAn understanding or hands-on experience with SQL and/or JSON a plusCisco CCNA or Microsoft MCSE a plusExperience using an MDM or remote monitoring & management tool preferredExperience working with vendors and/or integration partners preferred

Additional Information

Clinical Ink is an equal opportunity employer and does not discriminate against otherwise qualified applicants on the basis of race, color, creed, religion, ancestry, age, sex, marital status, national origin, disability or handicap, or veteran status.

www.clinicalink.com

Product Support Analyst I (Sun-Thurs; 8 PM to 5 AM ET)

What the job involves