RealTime eClinical Solutions

Customer Support

• Serve as the first point of contact for inbound support requests
• Triage, categorize, and prioritize tickets according to SLA guidelines
• Document all interactions in Salesforce accurately
• Resolve Tier 1 issues and escalate Tier 2+ issues
• Provide professional, solution-oriented support to customers
• Guide customers through platform navigation and troubleshooting workflows
• Conduct training sessions for new and existing customers
• Contribute to the team's knowledge base by documenting issues and solutions
• Communicate with cross-functional teammates when escalating technical issues

Customer Support Specialist