Software Support Specialist

Software Support 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  
• Troubleshoot and resolve user-reported issues and communicate resolution back to system user   
• Add and update highly-sensitive production data for clinical while maintaining trial integrity and regulatory compliance  
• Investigate, diagnose, and escalate system issues to relevant teams when necessary for resolution  
• Collaborate with cross-functional teams in identifying and providing solutions for system users  
• Work well under pressure in a fast-paced dynamic environment with short resolution times  
• Manage multiple requests with competing priorities and reprioritize as needed   
• Adapt product expertise and knowledge to solve user issues stemming from complex IRT requirements  
• 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+  
• Identify and resolve issues related to data integrations, including data inconsistencies and system errors  
• Perform other related duties as required   

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  
• Ability to take initiative to use resources to investigate issues and present solutions  
• Prior technical support experience preferred, especially in IRT or related field  
• Multilingual skills preferred  

Experience   

• Some experience in IRT or related field preferred