Are you looking for an exciting opportunity in the clinical research field? Advarra, a leading company dedicated to advancing human health through innovative clinical research, is hiring for the position of Product Support Specialist I in Bengaluru, India. This hybrid role offers a great chance to work in a collaborative environment while contributing to meaningful research that enhances patient care.
About Advarra
At Advarra, we are passionate about transforming the landscape of clinical research. With a commitment to ethical review services and groundbreaking technology solutions, we are paving the way for industry innovation. Our integrated ecosystem brings together patients, sites, sponsors, and Contract Research Organizations (CROs), accelerating clinical trials and ensuring quality outcomes.
The culture at Advarra is built around our employees, who are vital to our mission. We prioritize creating an inclusive environment where diverse perspectives are valued, and every team member is encouraged to thrive. Our core values—Patient-Centric, Ethical, Quality-Focused, and Collaborative—guide our actions and decisions to ensure we make a positive impact on trial participants and patients alike.
Job Responsibilities
As a Product Support Specialist I, your primary responsibilities will include:
- Proficient Knowledge of Product Suite: Becoming skilled in the core applications of the Advarra product suite and understanding what problems each product addresses for our customers.
- Customer Process Understanding: Familiarizing yourself with customer processes and standard operating procedures to provide better support.
- Clinical Research Workflow Knowledge: Gaining insights into clinical research workflows to effectively address customer queries.
- Support and Troubleshooting: Offering assistance via email, chat, or ticket systems, addressing inquiries and troubleshooting complex issues that might take several days to resolve.
- Cross-Team Collaboration: Facilitating communication and troubleshooting across teams to quickly provide effective solutions to customers.
- Building Customer Relationships: Establishing trust and good working relationships with customers, demonstrating urgency in all interactions.
- Internal Escalation: Acting as an internal escalation point for customer issues and advocating for them by assigning specific action items to other team members.
- Feedback and Communication: Tracking suggestions for software enhancements and engaging with the Product teams to resolve issues.
- Product Demonstrations: Collaborating with team members to provide product demonstrations that meet the needs of our existing customer base.
Candidate Requirements
Basic Qualifications:
- High School diploma required; a Bachelor’s degree or relevant experience is preferred.
- 0-2 years of experience in customer support.
Preferred Qualifications:
- Experience in the software industry or clinical research is advantageous.
- Familiarity with Australian customers is a plus.
- Proficiency in MS Office (Word, Excel, PowerPoint).
- Strong communication skills, including listening, writing, and speaking.
- Excellent time management skills wit v bh the ability to handle multiple priorities.
- Strong analytical, problem-solving, and interpersonal skills.
- Ability to work independently while integrating into a team.
Physical and Mental Requirements
Candidates should be able to:
- Sit or stand for extended periods at a workstation.
- Carry, raise, and lower objects weighing up to 10 lbs.
- Focus on tasks with attention to detail.
- Communicate verbally and effectively during interactions.
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