Customer Support Specialist

The Customer Support Specialist is the first point of contact for customers of a SaaS clinical trial management platform, delivering timely, empathetic, and effective support. This role is central to the daily support queue — owning initial triage, case documentation, and first-contact resolution within defined SLAs. The ideal candidate combines a strong service orientation with a working understanding of clinical research workflows and a commitment to continuous improvement.

Core Responsibilities Ticket & Queue Management

• Serve as the first point of contact for inbound support requests via phone, email, and ticketing system (Salesforce); triage, categorize, and prioritize tickets according to SLA guidelines.
• Document all interactions accurately and completely in Salesforce — case creation, updates, and closure notes.
• Resolve Tier 1 issues independently and escalate Tier 2+ issues to the appropriate L2 Specialist or Support Lead with clear context and documentation.
• Monitor personal queue performance and proactively flag aged or at-risk tickets to the Support Lead before SLA breach. Customer-Facing Support
• Provide professional, solution-oriented support to customers navigating the clinical trial management platforms.
• Guide customers through platform navigation, user account management (username / password resets, permissions, user roles), and standard troubleshooting workflows.
• Schedule and conduct training sessions for new and existing customers on platform features, workflows, and best practices.
• Proactively identify opportunities to educate customers on underutilized features that may improve adoption and satisfaction. Quality & Compliance
• Maintain full compliance with HIPAA Privacy Rule requirements; this role may access Protected Health Information (PHI) as part of daily responsibilities.
• Follow all established support procedures, escalation paths, and knowledge base protocols consistently.
• Contribute to the team's knowledge base by documenting recurring issues, solutions, and how-to guides.
• Participate in team huddles, training sessions, and calibration exercises to maintain quality and consistency. Collaboration
• Communicate clearly with cross-functional teammates — L2 Specialists, Support Leads, and the Product Health team — when escalating technical issues.
• Share observations about recurring issues and customer pain points with the Support Lead to inform process improvements and product feedback loops.
• Represent the organization professionally and courteously in all customer and internal interactions. Required Qualifications
• 2+ years of customer service or technical support experience in a SaaS or software environment.
• Experience working with or supporting clinical research sites, including familiarity with site workflows, regulatory requirements, or clinical data systems.
• Demonstrated ability to troubleshoot web-based software applications and communicate technical solutions in plain language.
• Exceptional written and verbal communication skills with a professional, customer-first demeanor.
• Comfortable working in a ticket-driven environment with defined SLAs and accountability to productivity metrics.
• Strong organizational skills — able to manage a multi-item queue, prioritize competing demands, and follow up reliably.
• High School Diploma or equivalent required.