Customer Support Specialist

Job Description

REQUIREMENTS

• 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.

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, ensuring proper case creation, updates, and closure notes are maintained.
• 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 RealTime’s clinical trial management platforms (SOMS and Complion).
• 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 their 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, including 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 RealTime professionally and courteously in all customer and internal interactions.

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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