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Jr. Customer Care Specialist
2 weeks ago
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;
- 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.
We are aware that an individual(s) are fraudulently representing themselves as Suvoda recruiters and/or hiring managers. Suvoda will never request personal information such as your bank account number, credit card number, drivers license or social security number — or request payment from you — during the job application or interview process. Any emails from the Suvoda recruiting team will come from a email address. You can learn more about these types of fraud by referring to this FTC consumer alert.
As set forth in Suvoda's Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.
If you are based in California, we encourage you to read this important information for California residents linked here.
