Advarra is looking to hire a customer support professional to provide support to their customers, troubleshoot complex issues, and act as a liaison between customers and internal teams to ensure effective and timely resolution of problems related to their clinical research management platform.
Requirements
- Experience providing customer support for software applications.
- Ability to translate customer requirements into product functionality and design.
- Proficiency with MS Office (Word, Excel, and PowerPoint).
- Strong analytical, problem-solving, and interpersonal skills
Responsibilities
- Become proficient in core applications in the Advarra product suite, their points of integration, and what problems each product solves for a given customer.
- Provide support via e-mail, Chat, or ticket system to respond to inquiries and troubleshoot complex issues.
- Facilitate troubleshooting and communication across multiple teams to provide customers with effective solutions quickly.
- Serve as internal escalation point for customer issues.
- Act as a customer advocate during these escalations, assigning specific action items to other team members as necessary to deliver timely resolutions.
- Serve as a liaison between the customer and the Product teams to resolve issues.
- Stay current with application updates and demonstrate new functionality to customers.
Other
- High school diploma.
- 3+ years of experience providing customer support.
- Experience conducting training for existing customers or prospects.
- Bachelor’s degree.
- Previous experience within the software industry or clinical research.
