Product Support Analyst

Company Information

Clinical ink is the global life science company that brings data, technology, and patient science together to unlock clinical discovery. Our deep therapeutic-area expertise, coupled with Direct Data Capture, eCOA, eConsent, telehealth, neurocognitive testing, and digital biomarkers advancement, drive the industry standard for data precision and usher in a new generation of clinical trials. With offices in Philadelphia, PA, Winston Salem, NC, and Iowa City, IA, Clinical ink is rewriting the clinical development experience.

Clinical ink is seeking a Product Support Analyst I to join our Product Support team based remotely across the United States! The Product Support Analyst I will be responsible for providing exceptional support to end users via email, phone, and chat. This specific position will have working hours from Monday to Friday; 3 AM to 12 PM ET. The ideal candidate will have a passion for technical troubleshooting and solving problems combined with prior experience in a customer-focused support position.

The Product Support Analyst I's responsibilities include:

• Provide service to end users by collecting accurate information to categorize and prioritize requests appropriately, and determine the quickest and best method of resolution in the form of support tickets
• Create, respond to, and manage tickets via email, voicemail, or phone call within the established time frames
• Manage users’ expectations in a professional, knowledgeable, and persuasive manner while using good customer service and good clinical practices (GCP)
• Provide exceptional tier I product support and solutions to external users’ problems and requests
• Own issues from receipt through closure with an appropriate sense of urgency for exceptional customer service and optimal time to resolution
• Communicate urgent customer situations when further assistance is needed; elevate appropriately, quickly, and effectively both internally and externally
• Assist other Product Support Agents when needed/possible to facilitate timely resolutions to all issues presented
• Collaborate with colleagues and Management to continuously improve and ensure a remarkable end-user experience
• Provide input and feedback on departmental “living documentation” in the form of Wiki comments, how-to articles, and other documents
• Work with and as a team, to provide world class support to end users and customers

• Associate’s degree and at least 1 year’s experience in a busy, customer-focused IT support role, or equivalent experience
• Ability to work Monday to Friday, 3:00 AM to 12:00 PM ET
• Proven ability to solve problems in a logical, quick, and efficient manner
• Ability to learn a variety of technical topics quickly, including how systems function & the roles they perform from the user perspective
• Effective work prioritization and the ability to work under pressure
• Outstanding verbal and written communication skills
• Driven customer service ethos
• A keen interest in IT, from home hobbyist to IT professional
• Knowledge of Windows 7, 8, and 10
• Helpdesk ticketing system(s) experience (such as Salesforce Service, etc.)
• Experience with basic networking and Wi‑Fi preferred
• An understanding or hands‑on experience with SQL and/or JSON a plus
• Cisco CCNA or Microsoft MCSE a plus
• Experience using an MDM or remote monitoring & management tools preferred
• Experience working with vendors and/or integration partners preferred

Clinical ink is an equal opportunity employer and does not discriminate against otherwise qualified applicants on the basis of race, color, creed, religion, ancestry, age, sex, marital status, national origin, disability or handicap, or veteran status.