Product Support Representative

Company Information

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.

Company Culture

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.

Job Overview Summary

The Product Support Representative will help resolve issues related to products and/or services by providing advice and technical assistance. This position requires an enthusiastic, outgoing individual who will thrive in a high-tech, fast-paced environment. This position is integral to our unique competitive advantage.

Job Duties & Responsibilities

• Efficiently respond to customer inquiries via phone, email, chat queues and ticketing system
• Effectively troubleshoot and document cases, own customer cases until resolution
• Identify customer needs and assist customers in the use of product features
• Utilize the company’s customer support system to record and escalate customer cases
• Communicate effectively with healthcare professionals and understand industry workflows
• Build and maintain expert knowledge of company software applications
• Build and maintain clinical research and healthcare industry knowledge
• Perform other job-related duties as assigned
• Work hours are 8:00pm to 5:00pm generally and will require ability to work late shift and cover the on-call support at times

Location

• This role is open to candidates working remotely in the United States.

Basic Qualifications

• Associates Degree or higher
• Prior experience handling customer product support cases through phone, email and chat submission
• Prior experience or knowledge of clinical research or healthcare field preferred
• Prior experience with Clinical Trials background a plus

Preferred Qualifications

• Exceptional written and verbal communication skills
• People-oriented, friendly personality
• Quick learner with a high attention to detail; ability to multi-task
• Ability to be both a team player and individual contributor
• Ability to obtain a VA security clearance
• Understanding of modern software design concepts desired

Physical and Mental Requirements

• Sit or stand for extended periods of time at stationary workstation
• Regularly carry, raise, and lower objects of up to 10 Lbs.
• Learn and comprehend basic instructions
• Focus and attention to tasks and responsibilities
• Verbal communication; listening and understanding, responding, and speaking

Advarra is an equal opportunity employer that is committed to diversity, equity and inclusion and providing a workplace that is free from discrimination and harassment of any kind based on race, color, religion, creed, sex (including pregnancy, childbirth, and related medical conditions, sexual orientation, and gender identity), national origin, age, disability or genetic information or any other status or characteristic protected by federal, state, or local law. Advarra provides equal employment opportunity to all individuals regardless of these protected characteristics. Further, Advarra takes affirmative action to ensure that applicants and employees are treated without regard to any of these protected characteristics in all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and separation from employment.

Pay Transparency Statement

The base salary range for this role is $51,000.00 - $60,000.00. Note that salary may vary based on location, skills, and experience and may vary from the amounts listed above. This position may also be eligible for a variable bonus in addition to base salary as well as health coverage, paid holidays, and other benefits.