Support - Engineer

Job Description

Principal Duties & Responsibilities

• Become proficient in core applications in the 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 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 explain new functionality to customers
• Perform other job-related duties as assigned

Education:

• High School diploma required
• Bachelor’s degree; or relevant experience required

Experience:

• Previous experience within software industry or clinical research is preferred

Knowledge, Skills, Abilities:

• 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

Mandatory Competencies