Customer Support Specialist

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Full Time Remote, US

Salary Range: $20.00 To $25.00 Annually

“Be part of a company that is influential and the standard for a rapidly evolving industry!”

WHO ARE WE?

Real Time 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 Customer Support Specialist is the first point of contact for Real Time eClinical Solutions customers, delivering timely, empathetic, and effective support across our SOMS and Complion platforms. 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.

WHAT WILL YOU BE DOING?

• 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 escalated 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 Real Time’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 Real Time professionally and courteously in all customer and internal interactions.

WHAT DO YOU NEED?

• 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,…