Product Support Analyst

Established in 1996 and rebranded to Scout in 2024, we built our foundation on planning meetings for numerous organizations within the life sciences sector (Scout Meetings).  In response to emerging industry needs, we expanded our services to include Scout Clinical, one of the top providers of clinical trial patient travel and reimbursements, and Scout Academy, our secure, online, on-demand learning management system that ensures global compliance.   

Scout is recognized as a leader in our field for innovation in service, attention to detail, our stellar team members, and making the complex easier.  If this interests you, we’d love to have you join our rapidly growing team!    

Position Summary:   

The Product Support Analyst will provide support to our employees using our web portal. The Analyst will be responsible for answering employee questions, troubleshooting issues, and providing guidance on using the portal and its features. The Analyst collaborates closely with the development Support Team to ensure issues/requirements are well understood and support processes run efficiently.

Responsibilities of this position include, but are not limited to:

• Provide user support for the web portal, including answering questions and troubleshooting issues.
• Stay current on portal features and guide users on functionality and best practices.
• Communicate clearly and professionally with users, delivering timely and accurate responses.
• Maintain accurate and detailed records of user interactions and support issues.
• Collaborate closely with the development Support Team to resolve issues, manage changes, and ensure efficient support processes.
• Serve as a liaison between Support and business teams to clarify tickets and share updates.
• Assist business teams with gathering, writing, and producing requirements for change requests.
• Facilitate Agile events/meetings and Support team performance in alignment with Agile standards.
• Monitor support ticket progress and address any blockers or impediments to ensure timely delivery.
• Provide product demonstration sessions for new features released by development Support team.
• Complete all required initial and ongoing training within a reasonable or provided timeframe.

The ideal candidate will have the following experience, skills, and knowledge:  

• Bachelor's degree or equivalent experience
• Experience with our web portal or similar systems is a plus.
• At least 2 years of experience in a customer support and help desk role.
• Knowledge of Agile methodologies and experience using Jira.
• Strong knowledge of web-based tools and technology.
• Must be able to troubleshoot aspects of computer components
• Excellent written and verbal communication skills.
• Innovative problem solver, using critical thinking to address challenges proactively
• Ability to work independently and as part of a team.

Scout offers a competitive compensation and benefits package that includes contributions to your HSA and 401k. Visit our website at www.scoutclinical.com or follow us on LinkedIn for other employment opportunities. 

WE ARE AN EQUAL OPPORTUNITY EMPLOYER