Customer Support Specialist

The Customer Support Specialist is the first point of contact for customers of a SaaS clinical trial management platform, delivering timely, empathetic, and effective support. This role is central to the daily support queue - owning initial triage, case documentation, and first-contact resolution within defined SLAs. The ideal candidate combines a strong service orientation with a working understanding of clinical research workflows and a commitment to continuous improvement. Core Responsibilities Serve as the first point of contact for inbound support requests via phone, email, and ticketing system (Salesforce); triage, categorize, and prioritize tickets according to SLA guidelines. Document all interactions accurately and completely in Salesforce — case creation, updates, and closure notes. Resolve Tier 1 issues independently and escalated Tier 2+ issues to the appropriate L2 Specialist or Support Lead with clear context and documentation. Monitor personal queue performance and proactively flag aged or at-risk tickets to the Support Lead before SLA breach. Customer-Facing Support Provide professional, solution-oriented support to customers navigating the clinical trial management platforms. Guide customers through platform navigation, user account management (username / password resets, permissions, user roles), and standard troubleshooting workflows. Schedule and conduct training sessions for new and existing customers on platform features, workflows, and best practices. Proactively identify opportunities to educate customers on underutilized features that may improve adoption and satisfaction. Quality & Compliance Maintain full compliance with HIPAA Privacy Rule requirements; this role may access Protected Health Information (PHI) as part of daily responsibilities. Follow all established support procedures, escalation paths, and knowledge base protocols consistently. Contribute to the team's knowledge base by documenting recurring issues, solutions, and how-to guides. Participate in team huddles, training sessions, and calibration exercises to maintain quality and consistency. Communicate clearly with cross-functional teammates — L2 Specialists, Support Leads, and the Product Health team — when escalating technical issues. Share observations about recurring issues and customer pain points with the Support Lead to inform process improvements and product feedback loops. Represent the organization professionally and courteously in all customer and internal interactions. Required Qualifications 2+ years of customer service or technical support experience in a SaaS or software environment. Experience working with or supporting clinical research sites, including familiarity with site workflows, regulatory requirements, or clinical data systems. Demonstrated ability to troubleshoot web-based software applications and communicate technical solutions in plain language. Exceptional written and verbal communication skills with a professional, customer-first demeanor. Comfortable working in a ticket-driven environment with defined SLAs and accountability to productivity metrics. Strong organizational skills — able to manage a multi-item queue, prioritize competing demands, and follow up reliably. High School Diploma or equivalent required. #J-18808-Ljbffr Zohorecruit