Advarra is a premier provider of Institutional Review Board (IRB) services, accredited by AAHRPP. Serving leading pharmaceutical, biotechnology, and medical device industries, it also offers industry-leading software solutions in clinical trial management, clinical data management, and research administration.
Job Description:
The Product Support Specialist II will provide customer support through various channels, addressing and resolving technical issues, and escalating cases as needed. Responsibilities include managing customer cases, providing training, and communicating with healthcare professionals and internal stakeholders.
Principal Duties & Responsibilities:
- Provide support via telephone, email, and live chat.
- Resolve customer issues efficiently and escalate when necessary.
- Offer end-user application training.
- Record customer cases in the CRM system and own them until resolution.
- Communicate effectively with healthcare professionals and internal teams.
- Gain knowledge of the clinical trial and healthcare sectors.
Knowledge, Skills, and Abilities:
- Proactive, self-motivated with a strong work ethic.
- Strong communication skills (written and verbal).
- Friendly, people-oriented personality.
- Quick learner with high attention to detail and ability to multi-task.
- Experience in customer support calls and achieving high customer satisfaction.
- Familiarity with complex computer applications and Microsoft Office.
- Willingness to work in shifts, including night shifts.
Education:
- Graduate/Post-Graduate in Life Sciences.
Experience:
- Freshers or up to 1 year of experience/internship.
Working Hours:
- Flexibility for shift work, including night shifts.
