Product Support Specialist

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

As a member of the team, you will provide support to our customers through a variety of methods. You will also liaise with the internal project management, engineering, and Product management teams. An ability to quickly master the complexities of our clinical research management platform will be essential in this role. This role consists of 90% customer support and 10% team related functions/learning.

Job Duties & Responsibilities

• Become proficient in core applications in the Advarra 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 demonstrate new functionality to customers.
• Engage appropriate team members to provide product demonstrations to support the needs of the existing customer base and the business development team.
• Perform other job-related duties as assigned.

Location

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

Basic Qualifications

• High school diploma.
• 3-5 years of experience providing customer support.
• Experience providing customer support for software applications.
• Experience conducting training for existing customers or prospects.
• Ability to translate customer requirements into product functionality and design.

Preferred Qualifications

• Bachelor’s degree.
• Previous experience within the software industry or clinical research.
• 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.

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.

The base salary range for this role is $61,200 - $104,100. 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.