Customer Support Specialist

Role Overview

• Serve as the first point of contact for inbound support requests
• Triage, categorize, and prioritize tickets according to SLA guidelines
• Document all interactions in Salesforce accurately
• Resolve Tier 1 issues and escalate Tier 2+ issues
• Provide professional, solution-oriented support to customers
• Guide customers through platform navigation and troubleshooting workflows
• Conduct training sessions for new and existing customers
• Contribute to the team's knowledge base by documenting issues and solutions
• Communicate with cross-functional teammates when escalating technical issues

Requirements

• 2+ years of customer service or technical support experience in a SaaS or software environment
• Experience working with or supporting clinical research sites
• Familiarity with site workflows, regulatory requirements, or clinical data systems
• Demonstrated ability to troubleshoot web-based software applications and communicate technical solutions
• Exceptional written and verbal communication skills
• Comfortable working in a ticket-driven environment with defined SLAs
• Strong organizational skills
• High School Diploma or equivalent required.

Benefits

• Health insurance
• Long-term disability
• Life insurance
• Unlimited Paid Time Off
• 10 paid Holidays
• Paid Parental Leave
• Work Anniversary Bonus
• Participation in the Employee of the Quarter Program
• Monthly $100 Connectivity Stipend Reimbursement
• 401K matching at 100% of 3% and 50% of next 2%