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Software Support Specialist I (West Coast, US Remote)

Remote:

Full Remote

Contract:

Experience:

Junior (1-2 years)

Work from:

Oregon (USA), United States

Offer summary

Bachelor’s Degree preferred, Computer-operating skills required, Prior technical support experience preferred, Multilingual skills preferred.

Suvoda Pharmaceuticals Large https://www.suvoda.com/

501 - 1000 Employees

Software Support Specialist I (US, West Coast Remote)

Reports to: Manager, Customer Care; or Manager, Support; or Group Lead, Customer Care levels 

Department: Services Support 

This role is supporting the evening schedule in our Customer Care Department. The schedule is 2:00pm - 10:00pm Pacific Time, Monday - Friday.

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