Software Support Specialist I

Summary

Join our team as a Software Support Specialist I to provide support to system users via telephone and email, troubleshoot issues, and collaborate with cross-functional teams.

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
• Experience: Some experience in IRT or related field preferred

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