What are the responsibilities and job description for the Software Support Specialist I (US, East Coast, Remote) position at Suvoda?
Software Support Specialist I
Reports to : Manager, Customer Care; or Manager, Support; or Group Lead, Customer Care levels
Department : Services Support
Responsibilities :
- Provide support to system users in multiple countries via the telephone and email
- Clearly document all communication with system users
- Troubleshoot and resolve user-reported issues and communicate resolution back to system user
- Add and update highly-sensitive production data for clinical while maintaining trial integrity and regulatory compliance
- Investigate, diagnose, and escalate system issues to relevant teams when necessary for resolution
- Collaborate with cross-functional teams in identifying and providing solutions for system users
- Work well under pressure in a fast-paced dynamic environment with short resolution times
- Manage multiple requests with competing priorities and reprioritize as needed
- Adapt product expertise and knowledge to solve user issues stemming from complex IRT requirements
- Conceptualize and drive best practices in Customer Care
- Identify and implement process improvements focused on driving towards greater efficiency or improved quality in Customer Care
- Assist with departmental initiatives such as creation of new tools, enhancement of processes, development of new processes, etc
- Identify and resolve issues related to data integrations, including data inconsistencies and system errors
- Perform other related duties as required
Requirements :
Experience :
This role is a salary non-exempt position.
As set forth in Suvoda's Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.
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