“Be part of a company that is influential and the standard for a rapidly evolving industry!”
WHO ARE WE?
RealTime eClinical Solutions is a Global Leader and rapidly growing SaaS technology company that provides comprehensive Software Solutions to the clinical research industry.Our Vision is to reshape the global clinical research industry with innovative solutions that help advance medicine and save lives. Our cloud-based solutions are dedicated to solving complex problems and simplifying clinical research processes to be more organized, efficient, and cost-effective. We are based out of San Antonio, TX, but are truly a remote and telecommuting company.
WHAT ARE WE LOOKING FOR?
The Technical Support Analyst is responsible for providing advanced technical assistance to RealTime eClinical Solutions customers while delivering a white-glove customer experience. This role ensures timely issue resolution, seamless product functionality, and proactive support. Responsibilities include troubleshooting complex issues, effectively managing and prioritizing support tickets, conducting smoke testing to validate fixes, and collaborating with internal teams to resolve escalations. By combining technical expertise with a customer-first approach, the Technical Support Analyst plays a key role in exceeding customer expectations and enhancing the overall success of RealTime’s software solutions.
WHAT WILL YOU BE DOING?
- Manage and prioritize customer-reported issues to ensure prompt resolution of critical issues, adhering to service level agreements (SLAs).
- Partner with Support, Product, and QA teams to conduct smoke testing and ensure successful releases.
- Document resolution processes for escalated issues and serve as a resource for other support teams.
- Become a product expert and assist with building functional specifications and refining test cases to improve issue resolution and product quality.
- Develop and document functional specifications and business requirements to ensure clear communication between stakeholders, product, and engineering teams.
- Monitor system performance and proactively identify potential issues before they impact customers.
- Provide product feedback and suggest improvements based on customer interactions and common issues encountered.
- Track and report on support trends to identify recurring problems and recommend improvements to the product or support processes.
- Oversee tickets selected for releases, ensuring they are effectively tracked, prioritized, and resolved before deployment.
- Provide regular updates to customers, ensuring they are regularly updated on the progress of their reported issues.
- Attend customer meetings with CX teams to provide updates on ticket status and collaborate on resolution strategies.
- Attend product and engineering standup meetings to ensure the proper tickets are progressing as expected.
- Proactively escalate tickets requiring updates to ensure the Support team can maintain consistent customer follow-up and drive resolution progress.
WHAT DO YOU NEED?
- 3-5 years’ experience in a technical support role, in a SaaS or software environment.
- 3 -5 years’ experience in customer service or client-facing roles.
- Proven ability to analyze and resolve technical issues quickly and efficiently.
- Strong diagnostic skills with a methodical approach to troubleshooting.
- Strong attention to detail and organizational skills.
- Ability to work under pressure and manage multiple priorities.
- Willingness to learn new technologies and software.
- Experience working in a collaborative environment, partnering with development and product teams.
- Effective interpersonal and communication skills: excellent writing and verbal skills to communicate solutions to customers.
- Proficiency with using case management tools (Salesforce & JIRA a plus).
- Availability of working evenings or weekends as required.
WHAT SETS YOU APART?
- 2 years of experience within the clinical research industry or the medical field
- Experience using a clinical trial management system and/or other software solutions supporting the Clinical Research industry.
WHAT IS IN IT FOR YOU?
- The company sponsors health insurance, long-term disability, and life insurance.
- Unlimited Paid Time Off.
- 9 paid Holidays.
- Paid Parental Leave.
- Work Anniversary Bonus.
- Participation in the Employee of the Quarter Program.
- Monthly $100 Connectivity Stipend Reimbursement.
- RealTime matches employee 401K contributions at 100% of the first 3% invested and 50% of the next 2% invested.
All successful candidates must complete and pass reference and background checks.The desired salary must be indicated for the application to be considered.The pay rate is commensurate with experience and is determined on an individual basis after an interview has occurred.Equal Opportunity Employer – RealTime eClinical Solutions strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including employment.Your Right to Work – In compliance with federal law, all persons hired will be required to verify identity and eligibility.Thank you for your interest in RealTime eClinical Solutions.
50000.00 To 60000.00 (USD) Annually
