At Advarra, we are committed to transforming clinical research and improving lives. With a strong focus on ethics, innovation, and industry expertise, we bridge gaps in clinical trials, fostering connections between patients, sites, sponsors, and CROs. Our mission is guided by our core values: Patient-Centric, Ethical, Quality-Focused, and Collaborative.
We believe in nurturing an inclusive, collaborative environment where diversity is celebrated, and every employee feels valued and empowered. At Advarra, your work will have a meaningful impact on clinical research and the lives of patients worldwide.
Responsibilities of a Product Support Specialist I
As a Product Support Specialist I, you will:
- Master Advarra’s Product Suite: Gain in-depth knowledge of Advarra’s applications, their integrations, and their benefits for customers.
- Support Customers Effectively: Respond to customer inquiries via email, chat, or ticket systems, troubleshooting complex issues and collaborating with internal teams for timely resolutions.
- Understand Clinical Research Workflows: Develop insights into customer processes and workflows to provide contextual support.
- Build Relationships: Establish trust with customers through responsive, empathetic communication and advocacy.
- Collaborate Across Teams: Act as a liaison between customers and product teams, ensuring seamless communication and resolution of issues.
- Stay Updated: Keep abreast of application updates and demonstrate new functionalities to customers.
- Advocate for Enhancements: Track and communicate customer suggestions for software improvements to product teams.
Qualifications Required
Basic Qualifications:
- High School diploma (Bachelor’s degree or relevant experience preferred)
- 0-2 years of experience in customer support
Preferred Qualifications:
- Experience in the software industry or clinical research
- Familiarity with supporting Australian customers (a plus)
- Proficiency in MS Office (Word, Excel, PowerPoint)
- Strong communication, time management, and problem-solving skills
- Ability to work independently and as part of a team
Physical and Mental Requirements
- Ability to sit or stand for extended periods
- Regularly handle objects up to 10 lbs.
- Strong focus and attention to detail
- Effective verbal communication skills
