Suvoda
Software Support Specialist I (US, East Coast, Remote)
Suvoda, Conshohocken, Pennsylvania, us, 19429
Software Support Specialist I (US, East Coast Remote)
Reports to: Manager, Customer Care; or Manager, Support; or Group Lead, Customer Care levels
Department: Services Support
Responsibilities:Provide support to system users in multiple countries via the telephone and emailClearly document all communication with system usersTroubleshoot and resolve user-reported issues and communicate resolution back to system userAdd and update highly-sensitive production data for clinical while maintaining trial integrity and regulatory complianceInvestigate, diagnose, and escalate system issues to relevant teams when necessary for resolutionCollaborate with cross-functional teams in identifying and providing solutions for system usersWork well under pressure in a fast-paced dynamic environment with short resolution timesManage multiple requests with competing priorities and reprioritize as neededAdapt product expertise and knowledge to solve user issues stemming from complex IRT requirementsConceptualize and drive best practices in Customer CareIdentify and implement process improvements focused on driving towards greater efficiency or improved quality in Customer CareAssist with departmental initiatives such as creation of new tools, enhancement of processes, development of new processes, etc+Identify and resolve issues related to data integrations, including data inconsistencies and system errorsPerform other related duties as requiredRequirements:
Bachelor's Degree preferredComputer-operating skillsFriendly, service-oriented attitudeWritten and verbal communication skillsAttention to detailAbility to identify and solve problems in an efficient and effective mannerAbility to work independently with little to no supervisionAbility to take initiative to use resources to investigate issues and present solutionsPrior technical support experience preferred, especially in IRT or related fieldMultilingual skills preferredExperience :
Some experience in IRT or related field preferred
As set forth in Suvoda's Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.
If you are based in California, we encourage you to read this important information for California residents linked here.
Reports to: Manager, Customer Care; or Manager, Support; or Group Lead, Customer Care levels
Department: Services Support
Responsibilities:Provide support to system users in multiple countries via the telephone and emailClearly document all communication with system usersTroubleshoot and resolve user-reported issues and communicate resolution back to system userAdd and update highly-sensitive production data for clinical while maintaining trial integrity and regulatory complianceInvestigate, diagnose, and escalate system issues to relevant teams when necessary for resolutionCollaborate with cross-functional teams in identifying and providing solutions for system usersWork well under pressure in a fast-paced dynamic environment with short resolution timesManage multiple requests with competing priorities and reprioritize as neededAdapt product expertise and knowledge to solve user issues stemming from complex IRT requirementsConceptualize and drive best practices in Customer CareIdentify and implement process improvements focused on driving towards greater efficiency or improved quality in Customer CareAssist with departmental initiatives such as creation of new tools, enhancement of processes, development of new processes, etc+Identify and resolve issues related to data integrations, including data inconsistencies and system errorsPerform other related duties as requiredRequirements:
Bachelor's Degree preferredComputer-operating skillsFriendly, service-oriented attitudeWritten and verbal communication skillsAttention to detailAbility to identify and solve problems in an efficient and effective mannerAbility to work independently with little to no supervisionAbility to take initiative to use resources to investigate issues and present solutionsPrior technical support experience preferred, especially in IRT or related fieldMultilingual skills preferredExperience :
Some experience in IRT or related field preferred
As set forth in Suvoda's Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.
If you are based in California, we encourage you to read this important information for California residents linked here.