Customer Care Specialist

Suvoda is a global clinical trial technology company shaping digital experiences that enable clinical trial sponsor and site professionals to take full command over the inherent logistical complexity behind mission-critical and time-sensitive patient interactions in life-sustaining studies for therapeutic areas such as oncology, central nervous system, and rare disease. 

Supporting clinical trials means supporting unique experiments that are inherently complex, high-stakes, and dynamic. It is imperative that Suvoda staff working with clients, end-users, or the systems that client and end-users interact with understand the clinical trial industry, regulations, Suvoda’s software products and processes, and especially the specificities of the unique trial in question before taking any actions they may alter the data of the system in question. 

Responsibilities: 

• Provide support to system users in multiple countries via the telephone and email 
• Clearly document all communication with system users 
• Resolve user-reported issues and communicate resolution back to system user 
• Escalate system issues to project team when necessary for resolution 
• Provide input on current support processes and suggest improvements 
• Perform other related duties as required  
• Conceptualize and drive best practices in Customer Care       
• Identify and implement process improvements focused on driving towards greater efficiency or improved quality in Customer Care 
• Assist with departmental initiatives such as creation of new tools, enhancement of processes, development of new processes, etc. 

Requirements: 

• Bachelor’s Degree preferred 
• Computer-operating skills 
• Friendly, service-oriented attitude 
• Written and verbal communication skills 
• Attention to detail 
• Ability to identify and solve problems in an efficient and effective manner 
• Ability to work independently with little to no supervision 
• Prior technical support experience preferred, especially in IRT or related field 
• Multilingual skills preferred 

Role Levels and Experience: 

• Some experience in IRT or related field preferred