Product Support Specialist II

Advarra® is the premier provider of institutional review board (IRB) services for human subjects’ research. Fully accredited by AAHRPP, Advarra serves the world’s leading pharmaceutical, biotechnology, medical device, and contract research organizations, as well as academic medical centers, health systems, investigative site networks, and therapeutic research consortia. Advarra, is also home for clinical research technology solutions, is the industry-leading provider of software
and services in the critical areas of clinical trial management, clinical data management and research administration for cancer centers, academic medical centers and health systems.

We are looking for talented individuals to join our Business Operations Services team!

Principal Duties Responsibilities:

 Provide telephone, email and live chat support.
 Address customer issues and resolve them in a timely and efficient manner.
 Escalate issues which are highly technical or beyond the scope of Tier-1 support to the appropriate internal teams.
 Provide end user application training.
 Utilize the company’s CRM system to record and escalate customer cases.
 Own customer cases until resolution.
 Communicate effectively with healthcare professionals and understand healthcare work processes.
 Gain knowledge of clinical trial and healthcare industries.
 Communicate effectively with internal stakeholders as required.

Knowledge, Skills, Abilities
 Self-motivated and proactive.
 Exceptional written and verbal communication.
 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.
 Experience taking customer support calls and achieving superior customer satisfaction scores.
 Experience as a user of complex computer applications.
 Understanding of modern software design concepts desired.
 Experience with Microsoft Office suite.
 High energy and positive attitude towards working in a culturally diverse environment.
 High on commitment and integrity with excellent work ethic.
 Expected to work independently, as well as in a team environment.
 Excellent organizational and administrative abilities.
 Ability to liaise with key stakeholders across the organization.

Working Hours
 Should be willing to work in shifts (including but not limited to Night shifts)

Education
 Life Science Graduate/Post-graduate

Experience
 Freshers
 Up to 1 year of work experience/internship