Tech Support Eng II – Integrations

Advarra

12h•Remote

About The Position

At Advarra, we are passionate about making a difference in the world of clinical research and advancing human health. With a rich history rooted in ethical review services combined with innovative technology solutions and deep industry expertise, we are at the forefront of industry change. A market leader and pioneer, Advarra breaks the silos that impede clinical research, aligning patients, sites, sponsors, and CROs in a connected ecosystem to accelerate trials. Our employees are the heart of Advarra. They are the key to our success and the driving force behind our mission and vision. Our values (Patient-Centric, Ethical, Quality Focused, Collaborative) guide our actions and decisions. Knowing the impact of our work on trial participants and patients, we act with urgency and purpose to advance clinical research so that people can live happier, healthier lives. At Advarra, we seek to foster an inclusive and collaborative environment where everyone is treated with respect and diverse perspectives are embraced. Treating one another, our clients, and clinical trial participants with empathy and care are key tenets of our culture at Advarra; we are committed to creating a workplace where each employee is not only valued but empowered to thrive and make a meaningful impact. As a member of the Integration Services team, you will provide support and implementation assistance 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 integrations in our clinical research ecosystem will be essential in this role. This role consists of 90% customer support and implementation 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
Ability to translate customer requirements into product functionality and design

Nice To Haves

Bachelor’s degree.
Previous experience integrations, 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 integration technologies within the scope of the team’s responsibility and workflows in associated Advarra products. Understand what problems each integration solves for a given customer. Share this knowledge with all other internal cross-functional teams as necessary.
Develop an in-depth understanding of the data elements and data flow from the sending system to the receiving system via the integration application and how data is mapped between the systems.
Develop an understanding of customer processes and standard operating procedures.
Provide support via phone, e-mail, or ticket system to respond to inquiries and troubleshoot complex issues. These support issues could require multiple days to fully resolve and may require escalation to other internal experts.
Complete daily monitoring and troubleshooting tasks to ensure our integrations continue to function as expected. This may include reviewing various error queues and alerts.
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.
Perform advanced troubleshooting and issue investigation using technical tools and methods, including reviewing server logs, writing SQL queries, and leveraging monitoring platforms (e.g., Datadog.
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.
Advocate for customers by tracking and communicating suggestions for software enhancements.
Stay current with application updates and demonstrate new functionality to customers.
Perform other job-related duties as assigned.