Remote Product Support Analyst I – Evening Shift

Position:Product Support Analyst I (Mon-Fri; 12 PM to 9 PM ET)Location: RemoteJob Id:635# of Openings:1Company InformationClinical Ink is the global life science company that brings data, technology, and patient science together to unlock clinical discovery. Our deep therapeutic-area expertise, coupled with Direct Data Capture, eCOA, eConsent, telehealth, neurocognitive testing, and digital biomarkers advancement, drive the industry standard for data precision and usher in a new generation of clinical trials. With offices in the United States and Denmark, Clinical Ink is rewriting the clinical development experience.Job DescriptionClinical Ink is seeking aProduct Support Analyst Ito join our Product Support team based remotely across the United StatesThe Product Support Analyst I will be responsible for providing exceptional support to end users via email, phone, and chat.This specific position will have working hours from Monday to Friday; 12:00 PM - 9:00 PM ET. The ideal candidate will have a passion for technical troubleshooting and solving problems combined with prior experience in a customer-focused support position. The Product Support Analyst I's responsibilities include:Provide service to end users by collecting accurate information to categorize and prioritize requests appropriately, and determine the quickest and best method of resolution in the form of support ticketsCreate, respond to, and manage tickets via email, voicemail, or phone call within the established timeframesManage users’ expectations in a professional, knowledgeable, and persuasive manner while using good customer service and good clinical practices (GCP)Provide exceptional tier I product support and solutions to external users’ problems and requestsOwn issues from receipt through closure with an appropriate sense of urgency for exceptional customer service and optimal time to resolutionCommunicate urgent customer situations when further assistance is needed; escalate appropriately, quickly, and effectively both internally and externallyAssist other Product Support Agents when needed/possible to facilitate timely resolutions to all issues presentedCollaborate with colleagues and Management to continuously improve and ensure a remarkable end-user experienceProvide input and feedback on departmental “living documentation” in the form of Wiki comments, how-to articles, and other documentsWork with and as a team, to provide world class support to end users and customersQualificationsAssociates degree and at least 2 years’ experience in a busy, product and customer-focused IT support role providing phone and written end-user support, or equivalent experienceAbility to work Monday to Friday, 12:00 PM to 9:00 AM ETExperience providing end-user support in life sciences or healthcare preferredProven ability to solve problems in a logical, quick, and efficient mannerAbility to learn a variety of technical topics and new tools quickly, including how systems function & the roles they perform from the user perspectiveEffective work prioritization and the ability to work under pressureOutstanding verbal, phone, and written communication skillsTechnical aptitude and enthusiasm for learningSpecific systems or programming knowledge preferredKnowledge of Windows 10 and 11Helpdesk ticketing system(s) experience (such as Salesforce Service, etc.)Experience with basic networking and Wi-Fi preferredAn understanding or hands-on experience with SQL and/or JSON a plusCisco CCNA or Microsoft MCSE a plusExperience using an MDM or remote monitoring & management tool preferredExperienceworking with vendors and/or integration partners preferredAdditional InformationClinical Ink is an equal opportunity employer and does not discriminate against otherwise qualified applicants on the basis of race, color, creed, religion, ancestry, age, sex, marital status, national origin, disability or handicap, or veteran

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