Product Support Specialist I

As a member of Advarra, you will play a crucial role in supporting our mission to advance clinical research and improve human health. You will become an integral part of our team, working in a collaborative and inclusive environment where respect and diverse perspectives are embraced. Your primary responsibilities will include becoming proficient in Advarra's core applications, understanding customer processes, and gaining knowledge of clinical research workflows. You will troubleshoot customer queries and facilitate communication across various teams to provide effective solutions promptly. In cases where immediate solutions are not available, you will collaborate with internal resources to address customer needs efficiently. Building strong relationships with customers will be a key focus of your role, involving email and web ticket responses, as well as phone or Zoom meetings as required. You will document information accurately in the ticketing system, act as a liaison between customers and internal teams, and demonstrate a sense of urgency in all customer interactions. Furthermore, you will stay updated with application changes, assist in setting up individual portals for projects, control user access, and provide usage reports as needed. Additionally, you will maintain customer support process documents, assist in training new hires, and ensure professional obligations are met through efficient work habits. This position is open to candidates working remotely in India, operating on US Shift timings. Basic qualifications include a high school degree, effective communication skills, and 1-3 years of experience in product/customer support. Proficiency in MS Office, strong time management skills, and technical troubleshooting knowledge are preferred qualifications. Candidates with previous experience in the software industry or clinical research, familiarity with Zendesk and Atlassian JIRA, and strong analytical and problem-solving abilities are encouraged to apply. You should also possess the flexibility to cover weekends or public holidays when required. In terms of physical and mental requirements, you should be able to sit or stand for extended periods, lift objects up to 10 lbs, learn and comprehend instructions, maintain focus on tasks, and communicate effectively verbally. Your role will be pivotal in ensuring customer satisfaction and contributing to the success of Advarra's mission in advancing clinical research.,