“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?
A Tier 3 Product Support Specialist is responsible for working with Product Management, Customer Support, and Engineering to help facilitate the fast resolution of support cases. This person will help to review tickets to determine if an engineering fix is needed. Where a fix is required, this person will assist QA in testing the corrected code and will contribute to the release documentation.
WHAT WILL YOU BE DOING?
- Overseeing bug fixes and the resolution of customer issues in a timely manner.
- Maintaining compliance with company policies and procedures regarding the HIPAA Privacy Rule. This role may view protected health information (PHI) as part of daily duties.
- Contributing ideas on ways to resolve problems to serve the customers better and/or improve productivity.
- Solving problems that are sometimes unstructured and that may require reliance on conceptual thinking.
- Providing feedback and assistance as needed in developing and improving company processes.
- Creating training materials, such as demonstration videos, to aid customers and Customer Support in response to frequently asked customer questions.
- Representing the company professionally and courteously (verbal, written, and in appearance) when interacting with RTSS staff, customers, contractors, and third-party vendors
- Take the lead in owning issues that cannot be reproduced by the primary Product Manager, for example, issues that are intermittent or only happen in the customer’s environment. Work with the primary Product Manager, Support, and the Customer to review the issue, attempt to reproduce, and document the symptoms and steps taken in the Jira ticket.
- Review the back-end database to help troubleshoot reported system issues.
- For tickets that cannot be reproduced, work with a Tier III Engineer who will review the steps taken to reproduce and attempt to identify the source of the issue (in the code). If necessary, arrange for a copy of the customer’s database to be taken.
- Work on the issue to resolution, either personally or in partnership with the primary Product Manager. This may involve orchestrating a code change in a hot fix or future release, specifying a data change that needs to be applied, or working with Support to explain to the customer that the issue was a user error.
- Working with Product Management to develop specifications for product enhancements and fixes in support of reducing customer support calls.
WHAT DO YOU NEED?
- 2+ years of experience in Customer Support in a SaaS environment.
- 2+ years of experience within the field of clinical research or information technology.
- 1+ years of experience writing SQL.
- Bachelor’s degree in business administration, information technology, or medical fields.
- Must have the ability to understand research concepts and be proficient with navigating and utilizing web-based software applications.
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.
70000.00 To 90000.00 (USD) Annually
