Deliver technical support to clinical trial site users who engage and experience issues with the Qureight Imaging Platform.
Be responsible for issue management for all delegated site user issues.
Clear and consistent proactive communication with site users for the duration of their issue – from reporting to resolution.
Providing the same high level of technical support to other external users – for example Sponsor or CRO as appropriate.
Become the technical issue resolution expert at Qureight.
Appropriately diagnose, record, troubleshoot and resolve issues in line with expected work flows.
Work closely with Clinical Site Managers and Data Managers to resolve technical issues efficiently and accurately.
Work closely with the Product team to drive user facing and user experience improvements to iterate the Platform and prevent issue reoccurrence.
Deliver all technical support activities to a high standard and in line with Qureight SOPs and in accordance with Good Clinical Practice (GCP) guidelines and all relevant regulations, including ISO27001 standards and data privacy regulations.
Bring previous customer support experience to influence and drive Qureight process improvement.
Support Data Management and Site Management activities as necessary, providing back up cover especially for customer facing aspects (e.g. data query resolution and site user onboarding).
Support general Clinical Operations process improvement.

Previous experience in technical customer support or similar customer facing role is essential.
Demonstrated ability to cultivate and maintain key stakeholder relationships, both internally and externally, including with clinical trial site (hospital) IT teams.
Strong interpersonal skills with a high proficiency in written and verbal communications.
Evidence of a can-do attitude with a tenacity and drive to achieve objectives.
Experience in technical user support in the context of clinical trial site management is highly desirable.
Previous experience working with clinical trial imaging or clinical data management user support.
Knowledge or experience of user experience best practice in relation to websites/online platforms/applications.
Knowledge of ICH Good Clinical Practice (GCP) with evidence of recent training.
Experience working within a Quality Management System (QMS), e.g., ISO 9001, ISO 13485.
Knowledge of relevant clinical trial regulatory, compliance and industry standards, e.g. 21 CFR Part 11.
Track record of working effectively and problem solving in a highly technical and innovative environment, demonstrating a good attention to detail.

A comprehensive benefits package that includes an annual bonus plan, private medical insurance, life insurance, and a contributory pension scheme
25 days annual leave, plus bank holidays and enhanced maternity leave
A diverse work environment that brings together experts in many fields, including software engineering, devops, data science, machine learning, quality assurance, regulatory affairs, and clinical operations.

Clinical Site Technical Support Associate

Key skills