SUPPORT SPECIALIST

Description

*We do not consider incomplete or Quick Apply applications.*

About the Organization:

TECH SOFTWARE

Tech Software is a leading provider of Software as a Service (SaaS) solutions in support of the research enterprise to companies and institutions in the private, public, and non-profit sectors. We provide our clients with the products, people, and knowledge necessary to help solve their business problems. We work with our clients to meet today’s business needs while preparing for tomorrow’s business challenges.

Tech Software was founded in 1983 as a software consulting company. In 2002, we started our Software as a Service division with our OneAegis (formerly known as IRBManager) product. At a later date we added SMART, our Clinical Trial Management System (CTMS).

General Summary/Objective:

The role of Support Specialist for Tech Software requires a strong knowledge of Tech Software’s proprietary software-as-a-service application known as OneAegis ® as well as knowledge and experience in the field of research compliance (e.g., IRB, Biosafety, Conflict of Interest, Animal Care and Use, Conflict of Interest, Radiation Safety, etc..).  This position will establish relationships with clients in order to provide high-quality technical support and superior customer service.

Support Specialists onboard new clients, assist with the initial implementation of OneAegis, and provide ongoing client support.  After the initial training period, individuals in this position must: be able to work independently with clients; be seasoned multitaskers; know how to recognize urgent client matters and effectively prioritize and escalate such matters appropriately to Tech Software senior leadership.

The successful project manager will be a seasoned multitasker; know how to recognize urgent client matters and effectively prioritize and escalate such matters appropriately to Tech Software senior leadership.

Duties/Responsibilities:                                                                                

On-boarding/Implementation of OneAegis

• Provide concierge-level customer service 
• Understand client requirements for implementing OneAegis
• Assist client with configuring OneAegis to meet the client workflow requirements
• Log and track client issues
• Provide onboarding training on OneAegis to client’s system administrator(s)
• Provide onboarding training on OneAegis to support client administrator(s) as they onboard their user community
• Confirm client set up and training has successfully been completed  
• Follow up with customer to manage questions and changes in the weeks after implementation 
• Maintain strong ongoing client relationship

Daily client requests: 

• Assess, address and/or triage client requests 
• Handle requests within established timelines
• Provide technical support as needed
• Take time to research the best action and response for complex issues 
• Engage other departments / stakeholders to answer questions and requests 
• Follow up with customers to confirm issues are resolved
• Create guidance documents or training materials to assist clients with successful ongoing engagement with OneAegis 
• As needed, test new features in OneAegis prior to launching to production

• Follow procedures in place to complete requests and close requests
• Works closely with supervisor and other Support Specialists to execute other project tasks (e.g., preparing reports)
• Works as a team member on special nonrecurring and ongoing projects
• Works independently, takes initiative, and troubleshoots daily routine problems as they occur
• Work collaboratively with cross-functional teams.
• Perform any other related duties as required or assigned.

Non-Essential Functions will be noted by asterisk (*).

Qualifications

Education required:    

Bachelor’s Degree preferred

Experience Required: 

• Advanced level computer skills
• Minimum of 2 years’ experience using OneAegis in a compliance staff or compliance administrative role.
• Minimum of 3 years of experience working in one of the following fields (IRB, IACUC, IBC, Radiation Safety Conflict Of Interest or Grant Management)

Qualifications:

• • Demonstrate outstanding quality customer service skills 
• Ability to be comfortable working with clients via video conference calls 
  • Be proactive in supporting and training clients 
  • Ability to multitask, prioritize and meet deadlines
  • Proven track record for resolving complex issues and creating solutions
  • Possess excellent written and verbal communication skills 
• Able to adapt to changing technologies, and project requirements
  • Good listener to not only what is said, but also an ability to ask questions to extract additional detailed information.
  • Strong attention to detail
  • Drive to help customers succeed in their use of OneAegis
  • Ability to learn and master new software applications including OneAegis
  • Investment and ownership in the goals of Tech Software

SPONSORSHIP IS NOT AVAILABLE

Location:

Remote.

Physical Demands and Environment:    

This position operates in both an office environment using standard office equipment & technology. The position requires the individual to see, talk, hear and be mobile. The employee is frequently required to use hands, fingers, and reach with hands and arms.

Travel: 

None

Salary/Exempt Status: 

$50,000 - $65,000/Exempt

Benefits:

• Flexible schedule
• Medical, dental, and vision insurance
• Retirement benefits
• Group life Insurance
• Voluntary supplemental insurance
• Generous paid time off

EEO and Accommodations:

BRANY fully subscribes to the principles of Equal Employment Opportunity.  It is our policy to provide employment, compensation, and other benefits related to employment based on qualifications, without regard to race, color, religion, national origin, age, sex, veteran status, genetic information, disability, or any other basis prohibited by federal, state or local law.  In accordance with requirements of the Americans with Disabilities Act, and applicable state laws, it is our policy to provide reasonable accommodation upon request during the application process to eligible applicants in order that they may be given a full and fair opportunity to be considered for employment.  As an Equal Opportunity Employer, we intend to comply fully with applicable federal and state employment laws and the information requested on this application will only be used for purposes consistent with those laws.

BRANY is committed to the full inclusion of all qualified individuals. In keeping with our commitment, BRANY will take the steps to ensure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact a BRANY representative at HR@brany.com 

Salary : $50,000 - $65,000