Sr. Product Support Specialist

Company Information Clinical ink is the global life science company that brings data, technology, and patient science together to unlock clinical discovery. Our deep therapeutic-area expertise, coupled with Direct Data Capture, eCOA, eConsent, telehealth, neurocognitive testing, and digital biomarkers advancement, drive the industry standard for data precision and usher in a new generation of clinical trials. With offices in Philadelphia, PA, Winston Salem, NC, and Iowa City, IA, Clinical ink is rewriting the clinical development experience.

Job Description

Clinical ink is seeking a Sr. Product Support Specialist to join our Product Support team based remotely across the United States! The Sr. Product Support Specialist will be responsible for analyzing and resolving escalated issues with a focus on critical and high-priority issues. The ideal candidate will have a passion for technical troubleshooting and solving problems combined with prior experience supporting eCOA systems and connected devices. The Sr. Product Support Specialist's responsibilities will be to:

• Analyze and resolve Tier II and III and escalated issues with a focus on critical and high priority issues over 24 hours old
• Provide exceptional Tier III technical assistance and support to external and internal users; act as back up to Tier II agents as needed
• Collect detailed information to categorize requests to determine the best method of resolution
• Research issues to determine if it is a persistent bug within the application; document bugs in bug tracker with all relevant information found during research and provide reproducible steps
• Create and maintain ticketing system reports and dashboards to ensure accurate metrics and improve visibility
• Communicate urgent issues and escalate as appropriate and as needed
• Handle all escalated tickets as logged in the Triage Tracker
• Work in conjunction with Management to create new internal processes and continuously improve existing ones to ensure a positive end-user experience
• Act as a mentor and subject matter expert (SME) for Tier II agents, providing assistance and on-the-job education as needed
• Manage departmental “living documentation” in the form of knowledge base, and update Work Instructions as needed
• Provide assistance with root cause investigations, as needed
• Provide technical training to new agents
• Lead weekly technical training sessions and Customer-Centered Concierge calls
• Work with and as a team, to provide world class support to our end-users and customers
• Provide on-call support, as needed
• Perform other duties and projects as needed and/or as assigned

Qualifications

• Associate’s degree and at least 5 years’ experience in a busy, customer-focused IT support role
• Superior customer service skills
• Ability to work and delegate work in high-pressure situations for optimum efficiency and team performance
• Excellent oral and written communication skills; strong analytical abilities
• Experience troubleshooting various software applications/hardware
• Experience utilizing a ticketing system
• Superior knowledge and understanding of eCOA systems and connected devices, particularly blood glucose monitoring systems
• Knowledge of Windows 10 and 11

Additional Information Clinical ink is an equal opportunity employer and does not discriminate against otherwise qualified applicants on the basis of race, color, creed, religion, ancestry, age, sex, marital status, national origin, disability or handicap, or veteran status. www.clinicalink.com Apply tot his job Apply To this Job