Role Description The Customer Support Specialist is the first point of contact for RealTime eClinical Solutions customers, delivering timely, empathetic, and effective support across our SOMS and Complion platforms. This role is central to the daily support queue—owning initial triage, case documentation, and first-contact resolution within defined SLAs. The ideal candidate combines a strong service orientation with a working understanding of clinical research workflows and a commitment to continuous improvement. Responsibilities - TICKET & QUEUE MANAGEMENT - Serve as the first point of contact for inbound support requests via phone, email, and ticketing system (Salesforce); triage, categorize, and prioritize tickets according to SLA guidelines. - Document all interactions accurately and completely in Salesforce, ensuring proper case creation, updates, and closure notes are maintained. - Resolve Tier 1 issues independently and escalate Tier 2+ issues to the appropriate L2 Specialist or Support Lead with clear context and documentation. - Monitor personal queue performance and proactively flag aged or at-risk tickets to the Support Lead before SLA breach. - CUSTOMER-FACING SUPPORT - Provide professional, solution-oriented support to customers navigating RealTime’s clinical trial management platforms (SOMS and Complion). - Guide customers through platform navigation, user account management (username/password resets, permissions, user roles), and standard troubleshooting workflows. - Schedule and conduct training sessions for new and existing customers on platform features, workflows, and best practices. - Proactively identify opportunities to educate customers on underutilized features that may improve their adoption and satisfaction. - QUALITY & COMPLIANCE - Maintain full compliance with HIPAA Privacy Rule requirements; this role may access Protected Health Information (PHI) as part of daily responsibilities. - Follow all established support procedures, escalation paths, and knowledge base protocols consistently. - Contribute to the team's knowledge base by documenting recurring issues, solutions, and how-to guides. - Participate in team huddles, training sessions, and calibration exercises to maintain quality and consistency. - COLLABORATION - Communicate clearly with cross-functional teammates, including L2 Specialists, Support Leads, and the Product Health team when escalating technical issues. - Share observations about recurring issues and customer pain points with the Support Lead to inform process improvements and product feedback loops. - Represent RealTime professionally and courteously in all customer and internal interactions. Qualifications - 2+ years of customer service or technical support experience in a SaaS or software environment. - Experience working with or supporting clinical research sites, including familiarity with site workflows, regulatory requirements, or clinical data systems. - Demonstrated ability to troubleshoot web-based software applications and communicate technical solutions in plain language. - Exceptional written and verbal communication skills with a professional, customer-first demeanor. - Comfortable working in a ticket-driven environment with defined SLAs and accountability to productivity metrics. - Strong organizational skills—able to manage a multi-item queue, prioritize competing demands, and follow up reliably. - High School Diploma or equivalent required. Requirements - Familiarity with Salesforce (Service Cloud or Experience Cloud), JIRA, or similar ticketing/CRM platforms. - Associate or bachelor’s degree in a related field. Benefits - The company sponsors health insurance, long-term disability, and 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. - RealTime matches employee 401K contributions at 100% of the first 3% invested and 50% of the next 2% invested.

Role Description Im Customer Service gehst du auf die Fragen und Wünsche unserer Kunden ein, bietest kompetente grafische Beratung und arbeitest gemeinsam an optimalen Lösungen für ihre Herausforderungen. Du verstehst, wie man eine herausragende Customer Experience gestaltet. Falls du einmal eine Frage nicht beantworten kannst, kannst du dich jederzeit auf die Unterstützung erfahrener Kollegen verlassen. Du weißt, dass Kundenfeedback von unschätzbarem Wert für unseren gemeinsamen Erfolg ist. Deshalb hörst du den Kunden aufmerksam zu und sorgst dafür, dass sie sich bei uns bestens betreut und verstanden fühlen. - Du bearbeitest Kundenanfragen eigenständig über Telefon, Chat oder E-Mail und schaffst durch dein professionelles und freundliches Auftreten Vertrauen. - Du kalkulierst und erstellst Angebote auf Basis der Kundenvorgaben und stimmst die Druckumsetzbarkeit mit ihnen ab. - Du berätst Kunden zu Produkten und Möglichkeiten und unterstützt sie bei Anliegen zu ihren Aufträgen. - Du erfasst, planst und bearbeitest Aufträge zuverlässig. - Mit deinem Charme baust du bestehende Kundenbeziehungen weiter aus und stellst sicher, dass sich unsere Kunden rundum gut betreut fühlen. Qualifications - Abgeschlossene kaufmännische Ausbildung - Schnelle Auffassungsgabe und Lernbereitschaft - Erfahrungen in Druck oder Grafik sind vom Vorteil (Digital & Print) - Einige Jahre Berufserfahrung Company Description Erfolgversprechende Werbemittel-Agentur aus Hamburg. Ehrlich und echt, unkompliziert und unbürokratisch, mitwirkend und direkt, erreichbar und hilfsbereit.

Role Description Join Speedy Glass as a Customer Service Agent and help us deliver outstanding customer service to every guest, every time! - Respond to customer service calls in a timely, courteous, and professional manner. - Place client orders with accuracy. - Refer escalated customer calls to the Call Centre Supervisor. - Investigate and troubleshoot customer service issues, with the goal of resolution. - Effectively and accurately communicate brand identity and corporate position. - Assist customers with standard account-related requests. - Provide information about company products and services, charges, service conditions, and availability. - Update the database with accurate messages regarding transactions. - Conduct callbacks to ensure customer satisfaction, close jobs, and manage schedules. - Other duties may be assigned as required. Qualifications - 1-3 years' experience in customer service, preferably in a call center role. - Ability to skillfully operate a telephone, computer, and related peripherals. - Proficiency with Microsoft Excel. Requirements - Sitting for extended periods of time. - Interacts with employees, management, and the public at large. - Ability to multitask and work efficiently in a fast-paced environment. - Repetitive work. - Overtime. Benefits - Comprehensive benefits package. - Paid time off paid on each paycheck. - Paid holidays. - Paid sick days. - And much more!

Role Description We are looking for a highly capable Customer Support Manager to take full ownership of our customer experience and lead our customer support team. This role is not just about answering messages; it's about managing people, building systems, and continuously improving how we handle customer interactions at scale. - Lead and manage the customer support team across all channels (email, Instagram DMs, support platforms) - Ensure the team delivers fast, accurate, and high-quality responses - Set clear standards, workflows, and expectations for the support team - Monitor team performance (response time, resolution rate, customer satisfaction) - Train, guide, and improve team members continuously - Identify weak points in the team and fix them (process, people, or tools) - Handle escalations and complex customer cases - Build and optimize support systems, templates, and automations - Implement and manage AI-driven support solutions where relevant - Work closely with operations, logistics, and fulfillment to resolve issues efficiently - Maintain a premium and consistent GUAPI brand tone across all communication Qualifications - Proven experience managing a customer support team (preferably in e-commerce or fashion) - Strong leadership and people management skills - Ability to build systems and processes, not just execute tasks - High level of organization and accountability - Strong decision-making and problem-solving ability - Clear and professional communication skills - Comfortable with tools like Shopify, Gorgias, or similar platforms Key Traits - Ownership mindset - Structured and detail-oriented - Proactive and solution-driven - High standards for quality and speed - Able to manage pressure and volume Goal of the Role Build and manage a high-performing customer support team while creating a scalable, efficient, and premium support system that strengthens the GUAPI brand experience.