This is a remote-capable role within the state of Oregon, with aย set schedule of 12:00pm-8:00pm PST / 3:00pm -11:00pm EST.ย
At Suvoda, our Software Support Specialists support clinical trial sites, study teams, and patients by resolving real-time system issues across multiple countries via phone and email. This role involves working directly with sensitive production and patient data, so accuracy and regulatory compliance are critical. You'll troubleshoot, document, and escalate issues as needed, often managing multiple requests with competing priorities.
Responsibilities:ย
- Provide support to system users in multiple countries via the telephone and emailย
- Clearly document all communication with system usersย
- Troubleshoot and resolve user-reported issues and communicate resolution back to system userย
- Add and update highly-sensitive production data for clinical while maintaining trial integrity and regulatory complianceย
- Investigate, diagnose, and escalate system issues to relevant teams when necessary for resolutionย
- Collaborate with cross-functional teams in identifying and providing solutions for system usersย
- Work well under pressure in a fast-paced dynamic environment with short resolution timesย
- Manage multiple requests with competing priorities and reprioritize as needed ย
- Adapt product expertise and knowledge to solve user issues stemming from complex IRT requirementsย
- Conceptualize and drive best practices in Customer Careย
- Identify and implement process improvements focused on driving towards greater efficiency or improved quality in Customer Careย
- Assist with departmental initiatives such as creation of new tools, enhancement of processes, development of new processes, etc+ย
- Identify and resolve issues related to data integrations, including data inconsistencies and system errorsย ย
- Perform other related duties as requiredย
Requirements:ย
- Bachelor's Degree preferredย
- Computer-operating skillsย
- Friendly, service-oriented attitudeย
- Written and verbal communication skillsย
- Attention to detailย
- Ability to identify and solve problems in an efficient and effective mannerย
- Ability to work independently with little to no supervisionย
- Ability to take initiative to use resources to investigate issues and present solutionsย
- Prior technical support experience preferred, especially in IRT or related fieldย
- Multilingual skills preferredย
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