Advarra, a global leader in clinical research technology and ethical review services, has announced new hiring for Product Support Specialist I and Product Support Specialist II roles in Bengaluru, India. These full-time opportunities are ideal for professionals with experience in product support, clinical research workflows, and software-based customer support. With options for remote (India) and hybrid (Bengaluru) work models, Advarra offers a strong platform for career growth in the clinical research and health technology domain.
This Advarra hiring drive is particularly relevant for candidates seeking product support jobs in clinical research, healthcare IT support roles, and customer support specialist jobs in Bengaluru.
Job Overview
1. Product Support Specialist I
- Job Type: Full-time
- Work Mode: Remote (India)
- Shift: US Shift
- Experience Required: 1–3 years
- Requisition ID: PRODU003890
2. Product Support Specialist II
- Job Type: Full-time
- Work Mode: Hybrid (Bengaluru)
- Experience Required: 3–5 years
- Requisition ID: PRODU003946
Key Responsibilities
Common Responsibilities (Both Roles)
- Gain proficiency in Advarra’s core product suite and system integrations.
- Understand customer SOPs and clinical research workflows.
- Provide customer support via email, ticketing systems, chat, and virtual meetings.
- Troubleshoot and resolve complex product and system issues.
- Act as a liaison between customers and internal teams such as Product, Engineering, and Project Management.
- Maintain accurate documentation in ticketing tools.
- Demonstrate urgency, ownership, and customer advocacy during escalations.
- Stay updated with application enhancements and demonstrate new features to customers.
Additional Responsibilities – Specialist I
- Configure customer portals during project setup.
- Manage user access controls for internal teams and customers.
- Generate usage reports using Zendesk and internal systems.
- Support SOP updates and assist in training new hires.
Additional Responsibilities – Specialist II
- Handle multi-day complex support cases independently.
- Serve as a senior escalation point for customer issues.
- Collect and communicate customer feedback for product enhancements.
- Support product demonstrations for customers and business development teams.
Qualifications
Product Support Specialist I
- High School Diploma (mandatory)
- 1–3 years of experience in product or customer support
- Strong communication and troubleshooting skills
- Basic understanding of software systems
Product Support Specialist II
- Bachelor’s degree or equivalent experience
- 3–5 years of customer/product support experience
- Prior experience in clinical research or software industry preferred
- Experience supporting international customers (Australia exposure is a plus)
Preferred Skills (Both Roles)
- Proficiency in MS Office (Word, Excel, PowerPoint)
- Experience with Zendesk and JIRA
- Strong analytical and time management skills
- Ability to work independently in a fast-paced environment
- Willingness to work weekends or public holidays if required
Salary & Benefits
- Product Support Specialist I: ₹6,00,000 – ₹9,00,000 per annum
- Product Support Specialist II: ₹10,00,000 – ₹14,00,000 per annum
Benefits Include:
- Competitive compensation
- Remote/Hybrid work flexibility
- Exposure to global clinical research clients
- Career growth within a leading healthcare technology company
- Inclusive and employee-centric work culture
Why Join Advarra?
Advarra is recognized for its patient-centric, ethical, and quality-focused culture. Employees work at the intersection of clinical research, technology, and healthcare innovation, making a direct impact on global clinical trials and patient outcomes.
How to Apply
Application Link Product Support Specialist I
Application Link Product Support Specialist II
