Product Support Specialist II

Advarra

8d•Hybrid

About The Position

As a member of the team, you will provide support to our customers through a variety of methods. You will also liaise with the internal project management, engineering, and Product management teams. An ability to quickly master the complexities of our clinical research management platform will be essential in this role. This role consists of 90% customer support and 10% team related functions/learning.

Requirements

High school diploma.
3+ years of experience providing customer support.
Experience providing customer support for software applications.
Experience conducting training for existing customers or prospects.
Professional experience translating customer requirements into product functionality and design.

Nice To Haves

Bachelor’s degree.
Previous experience within the software industry or clinical research.
Proficiency with MS Office (Word, Excel, and PowerPoint).
Effective communication skills, including listening, writing, and speaking.
Strong time management skills and ability to effectively manage multiple priorities.
Strong analytical, problem-solving, and interpersonal skills
Ability to work independently and integrate into a team environment.

Responsibilities

Become proficient in core applications in the Advarra product suite, their points of integration, and what problems each product solves for a given customer. Share this knowledge with all other internal cross-functional teams as necessary.
Develop an understanding of customer processes and standard operating procedures.
Gain knowledge of clinical research workflows to support understanding and context of customer questions.
Provide support via e-mail, Chat, or ticket system to respond to inquiries and troubleshoot complex issues. These support issues could require multiple days s to fully resolve.
Facilitate troubleshooting and communication across multiple teams to provide customers with effective solutions quickly. When a solution is not readily available, collaborate with other internal resources.
Develop good working relationships and build trust with customers.
Demonstrate responsiveness and sense of urgency in all customer interactions.
Serve as internal escalation point for customer issues. Act as a customer advocate during these escalations, assigning specific action items to other team members as necessary to deliver timely resolutions.
Serve as a liaison between the customer and the Product teams to resolve issues.
Advocate for customers by tracking and communicating suggestions for software enhancements.
Stay current with application updates and demonstrate new functionality to customers.
Engage appropriate team members to provide product demonstrations to support the needs of the existing customer base and the business development team.
Perform other job-related duties as assigned.