Product Support Specialist

Advarra provides integrated solutions that safeguard trial participants, empower clinical sites, ensure compliance, and optimize research performance. Connecting the clinical research ecosystem, Advarra delivers solutions through a site-centric approach that unifies and accelerates the drug development lifecycle, making clinical trials safer, smarter, and faster.

General 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 systems administration teams. An ability to quickly master the complexities of our clinical research management platform will be essential in this role. This role consists of 85% customer support and 15% demo/training.

Principal Duties & Responsibilities:

• Become a software expert in the all applications of the Advarra product suite, their points of integration, and what problems each product solves for a given customer. Share this expertise with all other cross-functional teams at Advarra as necessary
• Develop a deep understanding of customer processes and standard operating procedures
• Provide Tier 2 and Tier 3 support, via phone or e-mail, to provide responses to inquiries and troubleshoot complex issues by evaluating and analyzing the symptoms. These support issues require multiple days or weeks to fully resolve. Facilitate troubleshooting and communication across multiple teams to provide customers with effective solutions quickly
• Develop long-term relationships with customers; understanding their operational goals in order to drive prescriptive recommendations regarding application workflows, additional Advarra products and/or functionality, and process improvements. Work closely with the Customer Relationship team to implement and enable additional functionality.
• Provide technical expertise for all Advarra product implementations including establishing timelines, leading meetings and facilitating necessary follow-ups in order to get a customer live with new functionality.
• Document cases and customer interactions using issue tracking system
• Demonstrate responsiveness and sense of urgency in all customer interactions
• Serve as internal escalation point for challenging issues. Manage communication with customer leadership with daily updates until issue is resolved. Act as a customer advocate during these escalations, assigning specific action items to other team members as necessary to deliver timely resolutions
• Research issues by collaborating with other internal resources when a solution is not readily available
• Serve as a liaison between the customer and the software development team to resolve issues
• Advocate for customers by coordinating and communicating suggestions for software enhancements
• Stay current with application updates and demonstrate new functionality to customers
• Conduct training programs for customers and internal team members for groups up to 25 attendees
• Provide product demonstrations to support the needs of the existing customer base and the business development team
• Perform other job-related duties as assigned.
• Ability to travel up to 15%

Education:

• Bachelor's degree; or relevant experience required

Experience:

• Experience providing customer support for software applications
• Experience conducting training for existing customers or prospects
• Previous experience within software industry or clinical research is preferred

Knowledge, Skills & Abilities:

• 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 translate customer requirements into product functionality and design
• Ability to work independently and integrate into a team environment
• Ability to lead training sessions with confidence
• Proficiency with MS Office (Word, Excel and PowerPoint)

Physical and Mental Requirements:

• Sit or stand for extended periods of time at stationary workstation.
• Regularly carry, raise, and lower objects of up to 25 Lbs.
• Learn and comprehend basic instructions.
• Focus and attention to tasks and responsibilities.
• Verbal communication; listening and understanding, responding, and speaking.

#mogul

EEO Statement:Advarra provides equal employment opportunity to all individuals regardless of their race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, veteran, marital, or domestic partner status, citizenship, genetic information or any other status or characteristic covered by federal, state, or local law. Further, the company takes affirmative action to ensure that applicants are employed, and employees are treated during employment without regard to any of these characteristics. Discrimination of any type will not be tolerated. EEO/M/F/Disabled/Vets

Advarra employees must be fully vaccinated for COVID-19 as a condition of employment unless a medical or religious exemption is approved as a reasonable accommodation. Being fully vaccinated means that an individual is at least two weeks past their final dose of an authorized COVID-19 vaccine regimen. New hires must be fully vaccinated or have received approval of an exemption as a reasonable accommodation as of their first day of employment.

#LI-MM1

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)