Offer summary

Qualifications:

2-5 years of experience in Technical Support or Customer Support/Success., Experience with B2B client support in a SaaS environment, preferably in IT/Healthcare IT., Strong analytical, research, and organizational skills with the ability to multitask., Excellent written and verbal communication skills, with experience in remote team collaboration..

Key responsabilities:

Identify and troubleshoot client incidents and document resolutions for future reference.

Coordinate with Customer Experience and Product Teams to address critical client concerns and escalate issues as needed.

Provide client support through various channels including LiveChat, email, and direct communication.

Engage in internal communications and continuously refine customer engagement skills.

CRIO is a health tech company helping pharma, biotech, research sites, and academic research centers streamline regulatory workflows with one system that enables a single point of data capture. As the leader in eSource technology, CRIO enables remote monitoring and immediate data review with a powerfully integrated eSource/EDC solution. The system delivers a single point of data capture, eliminating the need to re-enter data into EDC. At CRIO, our mission is to design and deliver a modern, intuitive and integrated software platform that reimagines clinical trials for quality, speed, and patient-centricity. CRIO keeps your source data secure and protects data integrity with built-in compliance across 21 CFR 11, ICH-GCP, GDPR, HIPAA, and other global regulations. Now you can bring trials to patients where they're at and access that data anytime, anywhere. For sites, CRIO is an enterprise tool for clinical trial management. For sponsors and CROs, CRIO serves as a single data platform for centralized monitoring. Our software frees you from inefficient, error-prone binders to capture source data. CRIO’s autofill and data validation tools reduce protocol deviations and save time. With patient scheduling, recruiting, financial management, and so much more, CRIO is an all-in-one enterprise solution for sites, sponsors and CROs.

Job description

Responsibilities:

Identify and troubleshoot common client incidents.
Research issues using CRIO resources and test solutions in sandbox environments.
Document incidents, workarounds, and resolutions for future reference.
Escalate complex technical issues as needed.
Work with Customer Experience (CX) teams to highlight critical client concerns.
Coordinate with the Product Team to escalate support tickets requiring Engineering intervention.
Develop expertise in CRIO systems, completing all required modules and certifications.
Reference standard operating procedures (SOPs) to guide client interactions.
Provide client support via LiveChat, email, and direct communication.
Engage in internal communications via Slack, email, meetings, and JIRA boards.
Continuously refine customer engagement and troubleshooting communication skills.

Requirements

Experience/Training:

2-5 years of experience in Technical Support, Customer Support/Success
Demonstrated career progression, including leadership impact
Enterprise (B2B) Client Support experience with a SaaS product; ideally in IT/Healthcare IT landscape

Required Skills:

A strategic thinker with strong analytical and research skills who can use data and resources to find solutions
Strong organizational and time management skills.
Flexible schedule
Experience working with offshore support resources preferred
Highly self motivated
Has worked with remote teams and effective communication in a digital/remote landscape
Excellent written and verbal communication abilities.
Ability to multitask and work efficiently in a team-oriented environment.

Benefits

Health Care Plan (Medical, Dental & Vision)
Retirement Plan (401k, IRA)
Life Insurance (Basic, Voluntary & AD&D)
Paid Time Off (Vacation, Sick & Public Holidays)
Family Leave (Maternity, Paternity)
Short Term & Long Term Disability
Training & Development
Work From Home
Wellness Resources

Required profile

Experience

Level of experience: Entry-level / graduate

Spoken language(s):

English

Check out the description to know which languages are mandatory.

Other Skills

Multitasking
Self-Motivation
Teamwork
Communication

Are you interested?

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