Academic Research Support Specialist

Truveta•Seattle, WA

2d•Hybrid

About The Position

Truveta is the world’s first health provider led data platform with a vision of Saving Lives with Data. Our mission is to enable researchers to find cures faster, empower every clinician to be an expert, and help families make the most informed decisions about their care. Achieving Truveta’ s ambitious vision requires an incredible team of talented and inspired people with a special combination of health, software and big data experience who share our company values . Truveta was born in the Pacific Northwest, but we have employees who live across the country. Our team enjoys the flexibility of a hybrid model and working from anywhere. In person attendance is required at least once per year for an onsite meeting. For overall team productivity, we optimize meeting hours in the pacific time zone. We avoid scheduling recurring meetings that start after 3pm PT, however, ad hoc meetings occur between 8am-6pm Pacific time. #LI-remote Truveta is rapidly building a talented and diverse team to tackle complex health and technical challenges. Beyond core capabilities, we are seeking problem solvers, passionate and collaborative teammates, and those willing to roll up their sleeves while making a difference. If you are interested in the opportunity to pursue purposeful work, join a mission-driven team, and build a rewarding career while having fun, Truveta may be the perfect fit for you. This Opportunity The Academic Research Support Specialist will report to our Senior Manager of Partner Success & Operation s and will focus on ensuring academic satisfaction by addressing inquiries, troubleshooting issues, and providing timely and effective solutions. We are seeking a self-starter that is comfortable in a fast-paced environment. This role is critical in maintaining strong relationships with Truveta’s academic community by delivering high-quality day-to-day assistance .

Requirements

2+ years of experience in customer support, technical support, or a related field.
Experience with real world data or EHR is a plus.
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.
Experience with customer support tools such as ADO, Intercom, Salesforce, or similar platforms is a plus.
Maintains a high degree of professionalism and enthusiasm.

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.