Customer Support Analyst

Customer Support Analyst / Technical Customer Support Specialist - electronic data capture (EDC), SaaS Solutions, EDC platforms, Veeva, Medidata Rave, Oracle, Clinical Trial EDC, Clinical Trial, Clinical Research, Medical Research, Life Science, Pharmaceutical, JReview, Spotfire, Jupyter Labs, SQL-based reporting tools, JIRA, APIs, web services, SQL, Python, Java. Location: USA, Remote home based position. Full-Time, standard business hours, 0900 - 1700 Eastern. Department: Technical Customer Support Position Overview We are seeking a knowledgeable and customer-focused Customer Support Analyst / Technical Customer Support Specialist, to join our team. In this role, you will provide expert application support for customers utilizing our cloud-based electronic data capture (EDC) SaaS Solutions. You will serve as a key point of contact for troubleshooting system issues, resolving customer inquiries, and collaborating with internal teams to ensure timely and effective issue resolution. The ideal Customer Support Analyst / Technical Customer Support Specialist for us, is a self-starter with strong analytical and communication skills who can effectively manage multiple priorities while maintaining a high level of customer satisfaction. As a Customer Support Specialist / Technical Customer Support Specialist, you will work directly with customers to troubleshoot complex issues, collaborate with Operations and Development teams to investigate and resolve system defects, and ensure timely responses in accordance with contractual service level agreements. Your technical expertise and customer-focused approach will play a key role in driving Customers satisfaction, retention, and overall success. This is a highly collaborative and fast paced environment, with opportunities for career growth & progression. Key Responsibilities Investigate, diagnose, and resolve customer reported issues related to cloud-based EDC and reporting systems. Perform root cause analysis, collaborate with development & operational teams to identify and resolve software defects and system issues. Communicate effectively with customers via phone, email, and chat while providing timely updates throughout the issue resolution process. Manage and prioritize support cases to ensure compliance with established service level agreements (SLAs). Monitor open cases proactively and ensure appropriate follow-up, communication, and resolution ownership. Support escalation management processes and assist with identifying recurring trends or issues requiring broader resolution efforts. Maintain a strong understanding of the company’s product suite, including application workflows, reporting tools, integrations, and system functionality. Contribute to the development of internal knowledge bases Collaborate with Product and Development teams on any customer feedback to help improve software features, functionality, and usability. Communicate with customers on software updates, system enhancements, and best practices relevant to their business use cases. We are looking for a Customer Support Analyst / Technical Customer Support Specialist, with the following Skills & Experience Previous work experience in a similar Technical Customer Support role, where you have been supporting Clinical Trial EDC systems and/or reporting platforms. EDC platforms such as Veeva, Medidata Rave, Oracle, or similar clinical systems. Ticketing tools such as JIRA, Microsoft Dynamics, or similar platforms. Troubleshooting and analytical problem-solving skills. Strong written & verbal communication skills, with technical & non-technical audiences. Ability to manage multiple priorities in a fast-paced customer support environment. Customer-focused mindset; a commitment to delivering high-quality support experiences. Preferred Qualifications & Experience Bachelor’s degree in any of the following preferred but not essential, Computer Science, Information Technology, Life Sciences, or a related field Troubleshooting cloud-based SaaS applications. Supporting reporting and analytics platforms such as JReview, Spotfire, Jupyter Labs, or SQL-based reporting tools. Basic understanding of APIs, web services, and system integrations including REST and SOAP. Basic knowledge of SQL, Python, Java, or related technologies. Why Join Us? Be part of a cutting-edge SaaS organization supporting innovation in clinical research and healthcare technology. Work alongside an experienced and supportive team dedicated to delivering exceptional customer experience. nPhase, Inc. is an Equal Opportunity Employer. Please note all offers are subject to satisfactory completion of a background check. Applicants must possess current and valid employment authorization for the country in which they work; sponsorship is not available for this position. #J-18808-Ljbffr