Software Support Sepcialist

Customer Care Specialist

Reports to: Manager of Customer Care

Department: Services Support

This is a remote-capable role with the set shift time of 12:00pm-8:00pm PST / 3:00pm -11:00pm EST.

Suvoda is seeking a tech-savvy, team player who thrives in a fast-paced environment to join our team. Our ideal candidate is an analytical thinker who is motivated by helping others resolve complex, system-related issues. This individual will be a fast learner, who can maintain their composure and is not easily ruffled under pressure. Additionally, our candidate is a resourceful problem-solver who seeks out effective and efficient solutions, while leveraging their talents and skills, to assist our clients in resolving issues in real-time.

Responsibilities:  

Provide support to system users in multiple countries via the telephone and email

Clearly document all communication with system users

Troubleshoot and resolve user-reported issues and communicate resolution back to system user

Add and update highly-sensitive production data for clinical while maintaining trial integrity and regulatory compliance

Investigate, diagnose, and escalate system issues to relevant teams when necessary for resolution

Collaborate with cross-functional teams in identifying and providing solutions for system users

Work well under pressure in a fast-paced dynamic environment with short resolution times

Manage multiple requests with competing priorities and reprioritize as needed

Adapt product expertise and knowledge to solve user issues stemming from complex IRT requirements

Conceptualize and drive best practices in Customer Care

Identify and implement process improvements focused on driving towards greater efficiency or improved quality in Customer Care

Assist with departmental initiatives such as creation of new tools, enhancement of processes, development of new processes, etc+

Identify and resolve issues related to data integrations, including data inconsistencies and system errors

Perform other related duties as required

Requirements:  

Bachelor’s Degree preferred

Computer-operating skills

Friendly, service-oriented attitude

Written and verbal communication skills

Attention to detail

Ability to identify and solve problems in an efficient and effective manner

Ability to work independently with little to no supervision

Ability to take initiative to use resources to investigate issues and present solutions

Prior technical support experience preferred, especially in IRT or related field

Multilingual skills preferred

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As set forth in Suvoda’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

If you are based in California, we encourage you to read this important information for California residents linked here.