Remote Technical Support Specialist Job in United States Castor

Who you are

• Experience in customer success or technical support
• Proficiency in troubleshooting and resolving technical issues
• Ability to lead and develop customer-focused projects
• Analytical mindset with strong problem-solving skills
• Excellent verbal and written communication skills
• Empathetic and helpful with a strong customer support orientation
• Understanding of clinical guidelines like ICH-GCP FDA 21 CFR Part 11 and relevant GXP regulations
• Motivated to contribute to a growing healthtech company

Desirables

• Clinical research knowledge
• Coding/scripting experience

What the job involves

• Respond to diverse customer inquiries via email web chat and conferencing
• Own and resolve technical issues from initial report to completion
• Collaborate with Product and Engineering teams to turn user feedback into product enhancements
• Deliver effective support to maintain high customer net promoter score
• Onboard and train customers on product use
• Address and escalate data security issues
• Develop expertise in the product to handle complex queries
• Support annual Castor Award program
• Establish and maintain strong customer relationships
• Adhere to and follow quality and information security policies