RRemoteville
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Technical Support Specialist

Skills
Clinical TrialsCustomer SatisfactionHealth InformaticsNet Promoter ScoreProduct RequirementsProduct SpecialistsWeb Chat
Role

What the job involves

The main requirements, responsibilities and hiring steps.

Requirements

  • 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

Nice to have

  • Clinical research knowledge
  • Coding/scripting experience

Day to day

  • 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