Customer Support Specialist

REALTIME SOFTWARE SOLUTIONS LLC

13h • Remote

About The Position

The Customer Support Specialist works closely with our valuable clients and provides world-class customer experiences at every touchpoint. In addition to providing amazing customer service, employee tasks include training new and existing customers, username and password management, verifying user privileges, helping with the navigation of our systems, and troubleshooting customer concerns. Additionally, the Success team provides support by communicating technical solutions in a user-friendly, professional manner. Specialists will also perform other customer support-related duties as required.

Requirements

• A minimum of 2 years of Customer Support experience.
• 6 months of training experience.
• Excellent interpersonal skills and ability to work cross-functionally.
• Experience in the Software-as-a-Service ("SaaS") industry.
• Demonstrated customer focus by investigating and taking action to meet customers’ current needs.
• High School diploma.

Nice To Haves

• A minimum of one year of experience within the medical or clinical research industry.
• 1 year of sales experience.

Responsibilities

• Schedule and provide new and existing Clinical Trials Management System (CTMS) training to customers.
• Provide timely and best-in-class customer service and technical support for current and prospective customers.
• Conduct site system reviews and offer customers tips and suggestions on how to utilize Realtime’s software solution features better and more fully.
• Educate customers on additional RealTime Clinical Trials Management System (CTMS) product features.
• Respond to customer emails promptly regarding Clinical Trials Management System (CTMS) or training questions, concerns, or issues.
• Answer customer phone calls and assist with questions or issues they are experiencing. Create tickets and escalate issues to our development team for further research and resolution.
• Share best practices and contribute ideas on ways to resolve problems. Improve processes and procedures to serve the customer better and/or improve productivity.
• Solve problems that are sometimes unstructured, requiring reliance on conceptual thinking.
• Create mock-ups of customized customer reports, training, and videos.
• Represent RealTime professionally and courteously (verbal, written, and in appearance) when interacting with internal staff, customers, contractors, and third-party vendors.
• Understand all policies, procedures, guidelines, and training progress.
• Maintain compliance with company policies and procedures regarding the HIPAA Privacy Rule. This role may view protected health information (PHI) as part of daily duties.
• Ability to up-sell existing customers on other RealTime family products.
• Perform other duties as assigned.

Benefits

• The company sponsors health insurance, long-term disability, and life insurance.
• Unlimited Paid Time Off per calendar year.
• 10 paid Holidays.
• Paid Parental Leave.
• Work Anniversary Bonus.
• Participation in the Employee of the Quarter Program.
• Monthly $100 Connectivity Stipend Reimbursement.
• RealTime matches employee 401K contributions at 100% of the first 3% invested and 50% of the next 2% invested.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED