RealTime eClinical Solutions

Customer Support Specialist

RealTime eClinical Solutions

full-time

Posted on:

Location Type: Remote

Location: Texas • United States

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Salary

💰 $20 - $25 per hour

About the role

  • 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

Requirements

  • 2+ years of customer service or technical support experience in a SaaS or software environment
  • Experience working with or supporting clinical research sites
  • Familiarity with site workflows, regulatory requirements, or clinical data systems
  • Demonstrated ability to troubleshoot web-based software applications and communicate technical solutions
  • Exceptional written and verbal communication skills
  • Comfortable working in a ticket-driven environment with defined SLAs
  • Strong organizational skills
  • High School Diploma or equivalent required.
Benefits
  • Health insurance
  • Long-term disability
  • Life insurance
  • Unlimited Paid Time Off
  • 10 paid Holidays
  • Paid Parental Leave
  • Work Anniversary Bonus
  • Participation in the Employee of the Quarter Program
  • Monthly $100 Connectivity Stipend Reimbursement
  • 401K matching at 100% of 3% and 50% of next 2%
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical supporttroubleshootingSaaSweb-based software applicationsticket managementSalesforceissue resolutiondocumentationcustomer support
Soft Skills
communicationorganizational skillssolution-orientedtrainingcollaboration
Certifications
High School Diploma