Clinical Ink

Role Description Clinical Ink is seeking a Product Support Analyst I to join our Product Support team based remotely across the United States! The Product Support Analyst I will be responsible for providing exceptional support to end users via email, phone, and chat. This specific position will have working hours from Monday to Friday; 12:00 PM - 9:00 PM ET. - Provide service to end users by collecting accurate information to categorize and prioritize requests appropriately, and determine the quickest and best method of resolution in the form of support tickets. - Create, respond to, and manage tickets via email, voicemail, or phone call within the established timeframes. - Manage users’ expectations in a professional, knowledgeable, and persuasive manner while using good customer service and good clinical practices (GCP). - Provide exceptional tier I product support and solutions to external users’ problems and requests. - Own issues from receipt through closure with an appropriate sense of urgency for exceptional customer service and optimal time to resolution. - Communicate urgent customer situations when further assistance is needed; escalate appropriately, quickly, and effectively both internally and externally. - Assist other Product Support Agents when needed/possible to facilitate timely resolutions to all issues presented. - Collaborate with colleagues and Management to continuously improve and ensure a remarkable end-user experience. - Provide input and feedback on departmental “living documentation” in the form of Wiki comments, how-to articles, and other documents. - Work with and as a team, to provide world class support to end users and customers. Qualifications - Associates degree and at least 1 years’ experience in a busy, customer-focused IT support role, or equivalent experience. - Ability to work Monday to Friday, 12:00 PM to 9:00 AM ET. - Proven ability to solve problems in a logical, quick, and efficient manner. - Ability to learn a variety of technical topics quickly, including how systems function & the roles they perform from the user perspective. - Effective work prioritization and the ability to work under pressure. - Outstanding verbal and written communication skills. - Driven customer service ethos. - A keen interest in IT, from home hobbyist to IT professional. - Knowledge of Windows 7, 8, and 10. - Helpdesk ticketing system(s) experience (such as Salesforce Service, etc.). - Experience with basic networking and Wi-Fi preferred. - An understanding or hands-on experience with SQL and/or JSON a plus. - Cisco CCNA or Microsoft MCSE a plus. - Experience using an MDM or remote monitoring & management tools preferred. - Experience working with vendors and/or integration partners preferred. Company Description Clinical Ink is the global life science company that brings data, technology, and patient science together to unlock clinical discovery. Our deep therapeutic-area expertise, coupled with Direct Data Capture, eCOA, eConsent, telehealth, neurocognitive testing, and digital biomarkers advancement, drive the industry standard for data precision and usher in a new generation of clinical trials. With offices in the United States and Denmark, Clinical Ink is rewriting the clinical development experience.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description Clinical Ink is seeking a Director, Support Operations to join our Support Operations team based remotely across the United States. In this role, you will be responsible for overseeing a team that delivers exceptional technical and customer support to sponsors, site users, and study participants. - Hire, develop, and manage team members while ensuring appropriate staffing coverage. - Equip the team with training, tools, and documentation needed to succeed. - Drive operational excellence in a high-volume, high-availability support environment. - Manage ticketing and escalation processes, establishing KPI-driven performance standards. - Lead continuous improvement initiatives. - Optimize support processes, leveraging AI and knowledge management to increase efficiency. - Identify support trends and partner with internal teams for product support readiness. Qualifications - Bachelor’s degree or equivalent technical education and experience. - Minimum of 7 years of customer support management experience. - 7-10 years of customer support and troubleshooting experience required. - At least 1 year experience in executing clinical trials or working in a health care setting. - Experience with connected devices preferred. - Excellent written and verbal communication skills. - Ability to handle stressful situations and respond in a calm/collected manner. - Education and experience with process improvement methodologies. Requirements - Manage, support, and develop Product Support, Escalation Support, and Data Change employees. - Interview, hire, train, manage, and terminate employees. - Manage employee schedules to ensure appropriate coverage based on volumes and geographic variability. - Provide employees with continuous feedback and development opportunities. - Ensure appropriate training, documentation, and tools are available and continually refreshed. - Provide world-class delivery of problem resolution to customers and end-users. - Drive efficiencies and standardization in Product Support processes/procedures. - Develop and manage a robust process for identifying training needs and managing the knowledge base. - Oversee ticket handling and escalation process to ensure a positive customer experience. - Develop, manage, and lead continuous process improvement strategies and initiatives. - Ensure all client and internal escalations are addressed in a timely and efficient manner. - Identify and analyze trends to continuously improve end-user experience. - Inform internal teams and management of active trends, process issues, and end-user experiences. - Ensure Product Support readiness for all product releases. - Complete other projects/tasks/activities as needed or assigned. Company Description Clinical Ink is the global life science company that brings data, technology, and patient science together to unlock clinical discovery. Our deep therapeutic-area expertise, coupled with Direct Data Capture, eCOA, eConsent, telehealth, neurocognitive testing, and digital biomarkers advancement, drive the industry standard for data precision and usher in a new generation of clinical trials.