Customer Support Specialist

Providing timely and empathetic support, the full-time remote Customer Support Specialist will serve as the first point of contact for customers of a SaaS clinical trial management platform, managing support requests, documenting interactions, and resolving issues within defined SLAs. Key responsibilities Manage inbound support requests via phone, email, and ticketing system, triaging and prioritizing tickets according to SLA guidelines Provide professional support to customers on platform navigation and conduct training sessions on features and best practices Maintain compliance with HIPAA requirements while documenting recurring issues and contributing to the team's knowledge base Required qualifications 2+ years of customer service or technical support experience in a SaaS or software environment Experience supporting clinical research sites, with familiarity in site workflows and regulatory requirements Ability to troubleshoot web-based software applications and communicate technical solutions effectively Strong organizational skills to manage a multi-item queue and prioritize competing demands High School Diploma or equivalent required