Clinical Site Support Specialist (Sponsor-Dedicated/Remote - US Only)

Clinical Site Support Specialist (Sponsor-Dedicated/Remote - US Only)

Syneos Health® is a leading fully-integrated life sciences services organization built to accelerate customer success. We partner with innovators at every point across the drug development and commercialization continuum, helping them navigate complexity, anticipate change and accelerate progress.

Our Clinical Solutions team members act with a drug development mindset, applying their years of experience and deep expertise to truly understand customer needs and represent those in the solutions we shape.

Whether you join us in a Functional Service Provider partnership or a Full-Service environment, you’ll collaborate with passionate problem solvers, innovating as a team to help our customers achieve their goals. We are agile and driven to deliver – for one another, our customers, and, most importantly, for those in need.

Discover what your 25,000 future colleagues already know:

Why Syneos Health
• We are passionate about developing our people, through career development and progression; supportive and engaged line management; technical and therapeutic area training; peer recognition and total rewards program.
• We are committed to building an inclusive culture – where you can authentically be yourself. Central to this is our purpose – Driven to Deliver – which captures the passion of our colleagues to show up each day and shape solutions that have the ability to dramatically impact someone’s life. 
• We are continuously building the company we all want to work for and our customers want to work with. Why? Because we know that when we bring together smart colleagues from across the world, we can shape the future of healthcare, driving impact for customers and defining the pace of patient progress. 

Job Responsibilities

Clinical Site Support Specialist (Sponsor-Dedicated)

Remote - United States

Are you passionate about helping users navigate technology while delivering an exceptional customer experience? Do you enjoy solving problems, guiding stakeholders through new systems, and serving as a trusted resource during change management initiatives?

We are seeking a Clinical Site Support Specialist to join a Sponsor-Dedicated team supporting clinical trial sites as they transition to a unified credentialing and authentication platform. In this highly visible role, you will serve as the primary point of contact for site personnel, providing personalized, white-glove support to ensure seamless access to critical clinical trial technologies.

This is an exciting opportunity for a customer-focused professional who combines strong technical troubleshooting skills with exceptional communication and relationship-building abilities. You will play a key role in helping research sites successfully adopt new authentication processes while minimizing disruptions to ongoing clinical trial activities.

WHAT YOU WILL DO

As a Clinical Site Support Specialist , you will provide front-line support to clinical trial sites navigating enrollment, access, and authentication processes across multiple clinical technology platforms. You will act as a trusted advisor, helping site personnel resolve issues quickly while delivering a high-touch support experience.

Site Support & Customer Experience

• Serve as the primary point of contact for clinical trial sites requiring assistance with credentialing, authentication, and platform access.

• Deliver a concierge-style, white-glove support experience focused on site success and user satisfaction.

• Respond to site inquiries and support requests within established service-level expectations.

• Build strong relationships with site personnel, sponsor teams, and program stakeholders.

• Provide clear, professional, and easy-to-understand guidance to users with varying levels of technical expertise.

• Support continuity of clinical trial operations by rapidly addressing site access challenges.

MFA Enrollment & Authentication Support

• Develop expertise in the unified credentialing and authentication platform and its integration across multiple clinical systems.

• Guide users through Multi-Factor Authentication (MFA) enrollment and setup processes.

• Troubleshoot login, authentication, and identity verification issues.

• Support commonly used authentication solutions, including:

  • Auth0

  • ID.me

  • Microsoft Authentication Tools

  • Google Authentication Tools

• Assist users with authenticator applications, passkeys, and other access verification methods.

• Ensure users successfully complete enrollment and maintain uninterrupted system access.

Live Training & Virtual Support

• Conduct scheduled and on-demand virtual support sessions.

• Walk users through step-by-step enrollment and authentication processes.

• Provide real-time assistance with platform navigation and access issues.

• Help users leverage available self-service resources and training materials.

• Promote user confidence and adoption of new technologies through personalized support.

Technical Issue Resolution

• Investigate and troubleshoot access-related issues and system challenges.

• Identify root causes and determine appropriate resolution pathways.

• Escalate complex technical issues to specialized technical teams when necessary.

• Partner with Product Owners, technical leads, and stakeholders to resolve issues outside standard support scope.

• Track open issues and follow through to resolution.

• Communicate status updates and next steps to users in a timely manner.

Monitoring, Documentation & Reporting

• Monitor site enrollment progress and completion metrics.

• Track training participation, platform adoption, and support activities using program tools and dashboards.

• Maintain accurate records of support requests, resolutions, and follow-up activities.

• Document recurring issues, trends, and best practices.

• Provide feedback that supports improvements to:

• • FAQs

  • User guides

  • Training materials

  • Self-service resources

  • Support workflows

Collaboration & Continuous Improvement

o Partner closely with sponsor teams and internal stakeholders to ensure a consistent support experience.

o Share knowledge and lessons learned across support teams.

o Contribute to process improvements that enhance efficiency and user satisfaction.

o Serve as a Subject Matter Expert (SME) for unified credentialing support processes.

o Maintain awareness of clinical technology standards, operating procedures, and business processes.

o Support ongoing initiatives designed to improve site engagement and technology adoption.

WHO YOU ARE

Required Qualifications

• Bachelor's degree or equivalent combination of education and relevant experience preferred.

• Experience in:

  • Customer service

  • Technical support

  • Help desk operations

  • User support environments

  • Healthcare, life sciences, clinical research, or other regulated industries

• Working knowledge of:

  • Multi-Factor Authentication (MFA)

  • Identity verification processes

  • Authenticator applications

  • Passkeys and credential management

  • User access troubleshooting

• Strong verbal and written communication skills with the ability to explain technical concepts to non-technical audiences.

• Demonstrated ability to deliver high-touch customer service while managing multiple competing priorities.

• Experience tracking activities, deadlines, and completion metrics.

• Comfort facilitating live virtual support sessions and user training.

• Strong organizational skills and attention to detail.

• Proficiency with:

  • Microsoft Office Suite

  • Web-based support tools

  • Online collaboration platforms

• Ability to work independently while collaborating effectively with cross-functional teams.

Preferred Qualifications

• Experience supporting clinical trial sites or clinical research technologies.

• Familiarity with:

  • CTMS platforms

  • eCOA systems

  • eConsent solutions

  • IRT/IWRS platforms

  • Clinical trial technology ecosystems

• Experience supporting:

  • System migrations

  • Platform implementations

  • User adoption initiatives

  • SSO transitions

  • MFA rollouts

• Experience working with identity management platforms such as:

  • Auth0

  • ID.me

  • Microsoft

  • Google

• Previous experience supporting sponsor-dedicated programs within a CRO, biotechnology, pharmaceutical, or healthcare environment.

• Understanding of clinical research site workflows and operational challenges.

WHAT MAKES YOU SUCCESSFUL

• Passion for helping users succeed and delivering exceptional customer service.

• Strong technical aptitude and confidence troubleshooting access and authentication issues.

• Excellent communication and relationship-building skills.

• Calm, professional, and solutions-oriented approach to problem solving.

• Ability to thrive in a fast-paced, customer-focused environment.

• Highly organized with strong attention to detail.

• Self-motivated and proactive in identifying issues and opportunities for improvement.

• Skilled at balancing technical troubleshooting with empathy and professionalism.

• Commitment to creating a seamless and positive experience for clinical trial sites.

WHY YOU WILL LOVE THIS OPPORTUNITY

• Make a direct impact on clinical trial sites and study teams around the world.

• Serve as a key contributor in a high-visibility sponsor-dedicated program.

• Combine customer service, technology support, and clinical research operations in one role.

• Work closely with sponsor stakeholders, product teams, and technical experts.

• Enjoy a fully remote U.S.-based position with strong team collaboration.

• Gain exposure to cutting-edge clinical technology platforms and authentication solutions.

• Join a team committed to delivering exceptional service and continuous improvement.

• Play a critical role in enabling uninterrupted access to systems that support clinical research and patient outcomes.

If you are a customer-focused support professional who enjoys solving technical challenges, guiding users through new technologies, and creating exceptional experiences, we encourage you to apply and become a trusted partner to clinical research sites across the country.

At  Syneos Health, we believe in providing an environment and culture in which Our People can thrive, develop and advance. We reward and recognize our people by providing valuable benefits and a quality-of-life balance. The benefits for this position may include a company car or car allowance, Health benefits to include Medical, Dental and Vision, Company match 401k, eligibility to participate in Employee Stock Purchase Plan, Eligibility to earn commissions/bonus based on company and individual performance, and flexible paid time off (PTO) and sick time.  Because certain states and municipalities have regulated paid sick time requirements, eligibility for paid sick time may vary depending on where you work. Syneos complies with all applicable federal, state, and municipal paid sick time requirements.

Salary Range:

$47,000.00 - $79,900.00

The base salary range represents the anticipated low and high of the Syneos Health range for this position. Actual salary will vary based on various factors such as the candidate’s qualifications, skills, competencies, and proficiency for the role.

Get to know Syneos Health

Over the past 5 years, we have worked with 94% of all Novel FDA Approved Drugs, 95% of EMA Authorized Products and over 200 Studies across 73,000 Sites and 675,000+ Trial patients.

No matter what your role is, you’ll take the initiative and challenge the status quo with us in a highly competitive and ever-changing environment. Learn more about Syneos Health.

Additional Information

Tasks, duties, and responsibilities as listed in this job description are not exhaustive.  The Company, at its sole discretion and with no prior notice, may assign other tasks, duties, and job responsibilities. Equivalent experience, skills, and/or education will also be considered so qualifications of incumbents may differ from those listed in the Job Description.  The Company, at its sole discretion, will determine what constitutes as equivalent to the qualifications described above.   Further, nothing contained herein should be construed to create an employment contract.  Occasionally, required skills/experiences for jobs are expressed in brief terms.  Any language contained herein is intended to fully comply with all obligations imposed by the legislation of each country in which it operates, including the implementation of the EU Equality Directive, in relation to the recruitment and employment of its employees.  The Company is committed to compliance with the Americans with Disabilities Act, including the provision of reasonable accommodations, when appropriate, to assist employees or applicants to perform the essential functions of the job.

Summary

This role provides white-glove, front-line support to clinical trial sites moving to Lilly Unified Credential, the enterprise authentication experience spanning Atom5, LillyNexus, and IWRS. The Specialist is the primary point of contact for sites completing multi-factor authentication (MFA) enrollment and adjusting to platform changes, protecting active trial activity during migration.