Customer Support Specialist II
Location
United States
Posted
75 days ago
Salary
$25 - $31 / hour
Seniority
Senior
Job Description
Customer Support Specialist II
RealTime eClinical Solutions
• Own Tier 2 issue resolution across assigned RealTime platforms (SOMS and Complion) • Conduct structured root cause analysis on escalated issues; document findings clearly in JIRA • Serve as the primary liaison between the support team and the Product Health team • Resolve or meaningfully advance all Tier 2 tickets within SLA targets • Act as an in-queue resource for L1 Specialists on technical questions • Assist with L1 ticket reviews and QA, providing constructive feedback • Contribute to onboarding and ongoing training of new L1 Specialists • Conduct customer-facing troubleshooting calls and screen-share sessions • Monitor and report on recurring issue patterns • Maintain full compliance with HIPAA Privacy Rule requirements.
Job Requirements
- 3+ years of customer support or technical support experience
- Demonstrated ability to independently investigate and resolve complex application and workflow issues in a SaaS environment
- Experience with clinical trial management systems, electronic data capture (EDC), or healthcare IT software strongly preferred
- Proficiency with Salesforce (case management) and JIRA or equivalent ticketing and project management tools
- Strong analytical and conceptual thinking skills
- Excellent written and verbal communication skills
- Demonstrated ability to mentor peers and contribute to team knowledge-sharing.
Benefits
- Health insurance
- Long-term disability
- Life insurance
- Unlimited Paid Time Off
- 10 paid Holidays
- Paid Parental Leave
- Work Anniversary Bonus
- Participation in the Employee of the Quarter Program
- Monthly $100 Connectivity Stipend Reimbursement
- 401K contributions (100% of the first 3%, 50% of the next 2%)
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