Academic Research Support Specialist

Truveta•Seattle, WA

2d•Hybrid

About The Position

Truveta is seeking an Academic Research Support Specialist to ensure academic satisfaction by addressing inquiries, troubleshooting issues, and providing timely and effective solutions. This role is critical in maintaining strong relationships with Truveta’s academic community by delivering high-quality day-to-day assistance. The ideal candidate is a self-starter comfortable in a fast-paced environment.

Requirements

2+ years of experience in customer support, technical support, or a related field.
Strong problem-solving skills and ability to troubleshoot technical issues.
Excellent written and verbal communication skills.
Experience managing multiple projects at once and to completion.
Ability to work independently, take ownership of deliverables, and manage multiple tasks simultaneously.
High attention to detail and ability to deliver accurate and timely solutions.
Ability to simplify complex concepts and explain them effectively to customers.
Maintains a high degree of professionalism and enthusiasm.
Authorized to work in the United States for any employer.

Nice To Haves

Experience with real world data or EHR is a plus.
Experience with customer support tools such as ADO, Intercom, Salesforce, or similar platforms is a plus.

Responsibilities

Empower academic researchers by providing exceptional support, seamless onboarding, and expert guidance on platform usage.
Ensure a smooth and efficient research experience while continuously improving processes and sharing insights to enhance customer success.
Serve as the point of contact for customer inquiries via email, providing timely and professional assistance.
Troubleshoot and resolve customer issues, escalating complex cases to appropriate teams when necessary.
Guide customers through new product features and user best practices.
Identify recurring customer issues and work with the team to develop proactive solutions and improvements.
Assist with scheduling, creating materials for, and tracking follow-ups required for key customer meetings.
Track progress toward renewal goals and other customer success metrics.
Collaborate with internal teams, including Product, Engineering, Analytics, and Customer Success, to address customer concerns effectively.
Develop and update knowledge base articles, FAQs, and training materials to enhance customer self-service capabilities.
Advocate for customers by providing feedback to improve product functionality and user experience.
Maintain internal visibility at Truveta as a customer advocate and voice.