Advarra is a global leader in clinical research solutions, dedicated to advancing human health by streamlining clinical trials. With a strong foundation in ethical review services and cutting-edge technology, Advarra connects patients, sites, sponsors, and CROs in a unified ecosystem to accelerate clinical research.
Why Join Advarra?
- Mission-Driven Work: Contribute to life-changing clinical research.
- Inclusive Culture: A collaborative environment that values diversity and empathy.
- Remote Flexibility: Work from anywhere in India with US shift timings.
Job Description: Product Support Specialist I
Key Responsibilities
- Provide technical support for Advarra’s product suite, troubleshooting customer issues via email, tickets, and calls.
- Act as a liaison between customers and internal teams (development, product management) to resolve issues efficiently.
- Manage user access and portal setups, ensuring smooth onboarding for clients.
- Maintain documentation and SOPs for customer support processes.
- Assist in training new hires and mentoring team members.
- Ensure timely resolution of customer queries with a high sense of urgency.
Required Skills & Qualifications
- Education: High school diploma (college degree preferred).
- Experience: 1-3 years in product/customer support, preferably in software or clinical research.
- Technical Skills: Proficiency in MS Office (Word, Excel, PowerPoint); familiarity with Zendesk & JIRA is a plus.
- Soft Skills: Strong communication, problem-solving, and time management abilities.
- Industry Knowledge: Understanding of clinical research workflows is beneficial.
Work Conditions
- Remote role (must be based in India).
- US shift timings (may include weekends/public holidays as needed).
