Product Support Specialist

In this role, you will be responsible for delivering high-quality technical and functional support to customers using clinical research software solutions. You will handle complex inquiries, ensure timely resolution of issues, and serve as a key link between users and internal teams.

• Provide customer support via email, chat, and ticketing systems, resolving complex technical and functional issues related to software applications.
• Develop deep knowledge of product features, integrations, and clinical research workflows to effectively troubleshoot and guide users.
• Collaborate with internal teams such as Product, Engineering, and Operations to escalate and resolve high-impact customer issues.
• Act as an escalation point for critical customer concerns while ensuring accountability and timely follow-up.
• Translate customer requirements and feedback into actionable insights for product improvements and enhancements.
• Support customer training, product demonstrations, and onboarding activities as needed.
• Maintain strong documentation of issues, resolutions, and customer interactions to ensure continuity and quality service.

Requirements

This position requires experience in customer support within software or technology environments, along with strong problem-solving abilities and a customer-first mindset.

• 3–5 years of experience in customer support, preferably supporting software applications or SaaS products.
• Exposure to clinical research, healthcare technology, or complex enterprise systems is a strong advantage.
• Strong analytical and troubleshooting skills with the ability to diagnose and resolve technical issues.
• Excellent communication skills, including written, verbal, and interpersonal abilities.
• Ability to manage multiple priorities, work independently, and meet response timelines in a fast-paced environment.
• Experience conducting customer training or supporting end-user adoption is preferred.
• Proficiency with MS Office tools and familiarity with ticketing or CRM systems.
• Strong organizational skills and attention to detail when handling support cases and documentation.

Benefits

• Remote or hybrid work flexibility (based on location requirements).
• Opportunity to work in a mission-driven environment focused on improving clinical research outcomes.
• Exposure to advanced healthcare and research technology platforms.
• Collaborative and inclusive work culture emphasizing empathy, quality, and teamwork.
• Career growth opportunities within a rapidly evolving global organization.
• Training and development support to enhance technical and customer success skills.
• Opportunity to contribute directly to product improvements and innovation.

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

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