Product Support Analyst I (Mon-Fri; 12 PM to 9 PM ET) at ClinClinicaLink

Worldwide

<div> <div style="-webkit-tap-highlight-color: transparent; color: rgba(0, 0, 0, 0.87); font-family: InterVariable, Helvetica, Arial, sans-serif; font-size: 14px;"><span style="-webkit-tap-highlight-color: transparent;"><u style="-webkit-tap-highlight-color: transparent;"><b style="-webkit-tap-highlight-color: transparent;">Company Information</b></u></span><br style="-webkit-tap-highlight-color: transparent;"> <span style="-webkit-tap-highlight-color: transparent;">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 the United States and Denmark, Clinical Ink is rewriting the clinical development experience.&#xa0;</span><br style="-webkit-tap-highlight-color: transparent;"> <br style="-webkit-tap-highlight-color: transparent;"> <span style="-webkit-tap-highlight-color: transparent;"><u style="-webkit-tap-highlight-color: transparent;"><b style="-webkit-tap-highlight-color: transparent;">Job Description</b></u><br style="-webkit-tap-highlight-color: transparent;"> Clinical Ink is seeking a&#xa0;<b style="-webkit-tap-highlight-color: transparent;">Product Support Analyst I</b>&#xa0;to join our Product Support team based remotely across the United States!&#xa0;The Product Support Analyst I will be responsible for providing exceptional support to end users via email, phone, and chat.&#xa0;<b style="-webkit-tap-highlight-color: transparent;">This specific position will have working hours from Monday to Friday; 12:00 PM - 9:00 PM ET</b>. 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&apos;s responsibilities include:</span></div> <ul style="-webkit-tap-highlight-color: transparent; margin-top: 1em; margin-bottom: 1em; margin-left: 0px; list-style-position: initial; list-style-image: initial; color: rgba(0, 0, 0, 0.87); font-family: InterVariable, Helvetica, Arial, sans-serif; font-size: 14px;"> <li style="-webkit-tap-highlight-color: transparent; line-height: 20px;"><span style="-webkit-tap-highlight-color: transparent;">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</span></li> <li style="-webkit-tap-highlight-color: transparent; line-height: 20px;"><span style="-webkit-tap-highlight-color: transparent;">Create, respond to, and manage tickets via email, voicemail, or phone call within the established timeframes</span></li> <li style="-webkit-tap-highlight-color: transparent; line-height: 20px;"><span style="-webkit-tap-highlight-color: transparent;">Manage users&#x2019; expectations in a professional, knowledgeable, and persuasive manner while using good customer service and good clinical practices (GCP)</span></li> <li style="-webkit-tap-highlight-color: transparent; line-height: 20px;"><span style="-webkit-tap-highlight-color: transparent;">Provide exceptional tier I product support and solutions to external users&#x2019; problems and requests</span></li> <li style="-webkit-tap-highlight-color: transparent; line-height: 20px;"><span style="-webkit-tap-highlight-color: transparent;">Own issues from receipt through closure with an appropriate sense of urgency for exceptional customer service and optimal time to resolution</span></li> <li style="-webkit-tap-highlight-color: transparent; line-height: 20px;"><span style="-webkit-tap-highlight-color: transparent;">Communicate urgent customer situations when further assistance is needed; escalate appropriately, quickly, and effectively both internally and externally</span></li> <li style="-webkit-tap-highlight-color: transparent; line-height: 20px;"><span style="-webkit-tap-highlight-color: transparent;">Assist other Product Support Agents when needed/possible to facilitate timely resolutions to all issues presented</span></li> <li style="-webkit-tap-highlight-color: transparent; line-height: 20px;"><span style="-webkit-tap-highlight-color: transparent;">Collaborate with colleagues and Management to continuously improve and ensure a remarkable end-user experience</span></li> <li style="-webkit-tap-highlight-color: transparent; line-height: 20px;"><span style="-webkit-tap-highlight-color: transparent;">Provide input and feedback on departmental &#x201c;living documentation&#x201d; in the form of Wiki comments, how-to articles, and other documents</span></li> <li style="-webkit-tap-highlight-color: transparent; line-height: 20px;"><span style="-webkit-tap-highlight-color: transparent;">Work with and as a team, to provide world class support to end users and customers</span></li> </ul> <div style="-webkit-tap-highlight-color: transparent; color: rgba(0, 0, 0, 0.87); font-family: InterVariable, Helvetica, Arial, sans-serif; font-size: 14px;">&#xa0;</div> <div style="-webkit-tap-highlight-color: transparent; color: rgba(0, 0, 0, 0.87); font-family: InterVariable, Helvetica, Arial, sans-serif; font-size: 14px;"><span style="-webkit-tap-highlight-color: transparent;"><u style="-webkit-tap-highlight-color: transparent;"><b style="-webkit-tap-highlight-color: transparent;">Qualifications</b></u></span></div> <ul style="-webkit-tap-highlight-color: transparent; margin-top: 1em; margin-bottom: 1em; margin-left: 0px; list-style-position: initial; list-style-image: initial; color: rgba(0, 0, 0, 0.87); font-family: InterVariable, Helvetica, Arial, sans-serif; font-size: 14px;"> <li style="-webkit-tap-highlight-color: transparent; line-height: 20px;"><span style="-webkit-tap-highlight-color: transparent;">Associates degree and at least 1 years&#x2019; experience in a busy, customer-focused IT support role, or equivalent experience</span></li> <li style="-webkit-tap-highlight-color: transparent; line-height: 20px;"><span style="-webkit-tap-highlight-color: transparent;">Ability to work Monday to Friday, 12:00 PM to 9:00 AM ET</span></li> <li style="-webkit-tap-highlight-color: transparent; line-height: 20px;"><span style="-webkit-tap-highlight-color: transparent;">Proven ability to solve problems in a logical, quick, and efficient manner</span></li> <li style="-webkit-tap-highlight-color: transparent; line-height: 20px;"><span style="-webkit-tap-highlight-color: transparent;">Ability to learn a variety of technical topics quickly, including how systems function &amp; the roles they perform from the user perspective</span></li> <li style="-webkit-tap-highlight-color: transparent; line-height: 20px;"><span style="-webkit-tap-highlight-color: transparent;">Effective work prioritization and the ability to work under pressure</span></li> <li style="-webkit-tap-highlight-color: transparent; line-height: 20px;"><span style="-webkit-tap-highlight-color: transparent;">Outstanding verbal and written communication skills</span></li> <li style="-webkit-tap-highlight-color: transparent; line-height: 20px;"><span style="-webkit-tap-highlight-color: transparent;">Driven customer service ethos</span></li> <li style="-webkit-tap-highlight-color: transparent; line-height: 20px;"><span style="-webkit-tap-highlight-color: transparent;">A keen interest in IT, from home hobbyist to IT professional</span></li> <li style="-webkit-tap-highlight-color: transparent; line-height: 20px;"><span style="-webkit-tap-highlight-color: transparent;">Knowledge of Windows 7, 8, and 10</span></li> <li style="-webkit-tap-highlight-color: transparent; line-height: 20px;"><span style="-webkit-tap-highlight-color: transparent;">Helpdesk ticketing system(s) experience (such as Salesforce Service, etc.)</span></li> <li style="-webkit-tap-highlight-color: transparent; line-height: 20px;"><span style="-webkit-tap-highlight-color: transparent;">Experience with basic networking and Wi-Fi preferred</span></li> <li style="-webkit-tap-highlight-color: transparent; line-height: 20px;"><span style="-webkit-tap-highlight-color: transparent;">An understanding or hands-on experience with SQL and/or JSON a plus</span></li> <li style="-webkit-tap-highlight-color: transparent; line-height: 20px;"><span style="-webkit-tap-highlight-color: transparent;">Cisco CCNA or Microsoft MCSE a plus</span></li> <li style="-webkit-tap-highlight-color: transparent; line-height: 20px;"><span style="-webkit-tap-highlight-color: transparent;">Experience using an MDM or remote monitoring &amp; management tools preferred</span></li> <li style="-webkit-tap-highlight-color: transparent; line-height: 20px;"><span style="-webkit-tap-highlight-color: transparent;">Experience&#xa0;working with vendors and/or integration partners preferred</span></li> </ul> <div style="-webkit-tap-highlight-color: transparent; color: rgba(0, 0, 0, 0.87); font-family: InterVariable, Helvetica, Arial, sans-serif; font-size: 14px;">&#xa0;</div> <div style="-webkit-tap-highlight-color: transparent; color: rgba(0, 0, 0, 0.87); font-family: InterVariable, Helvetica, Arial, sans-serif; font-size: 14px;"><span style="-webkit-tap-highlight-color: transparent;"><u style="-webkit-tap-highlight-color: transparent;"><b style="-webkit-tap-highlight-color: transparent;">Additional Information</b></u><br style="-webkit-tap-highlight-color: transparent;"> 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.&#xa0;<br style="-webkit-tap-highlight-color: transparent;"> www.clinicalink.com&#xa0;&#x200b;</span></div> </div><br>