Customer Care Specialist

Customer Care Specialist 

Reports to: Manager of Customer Care

Department: Services Support 

At Suvoda, we’re not only passionate about the work that we do and the impact that it has on human lives, but we’re passionate about the people who make it happen! Every day, it is our priority to bring in talented and motivated individuals and create a workplace that drives, engages and retains them. Suvoda is a global clinical trial technology company that specializes in highly complex, life-sustaining studies in therapeutic areas like oncology, central nervous system (CNS), and rare disease. Founded in 2013 by experts in eClinical technologies, Suvoda empowers clinical trial professionals to manage the most urgent moments in the most urgent trials through advanced software solutions delivered on a single platform. 

This is a remote-capable role. The working hours are 9:00am - 5:00pm Pacific Standard Time.

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 software troubleshooting skills 
• Friendly, service-oriented attitude 
• Written and verbal communication skills 
• Attention to detail 
• Ability to identify and solve technical application 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