Client Support Specialist, Clinical Research

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Are you passionate about healthcare technology? Are you driven to improve healthcare interactions for all patients, especially so in a world of remote engagement? Do you delight in detail, and finding new and exciting solutions? Are you client obsessed and enjoy delivering successful resolutions to hard problems? Come join our growing Support Services team that helps to revolutionize patient engagement data collection for a wide range of studies and clinical research.

Datacubed Health is seeking a dynamic Client Support Specialist to join its growing team. The Client Support Specialist executes on the priorities of our clients and plays a crucial role in the customer journey. This is a client facing role and experience in facilitating direct to customer communications and meetings are a plus. Assessing and calmly managing escalations and difficult processing of clients urgent requests to timely resolutions is what measures success.

This is a unique opportunity to join an incredible young company that is going through significant growth. The company is well funded, has strong client interactions, and this role brings our high touch-high tech Support to a new level which is mission critical to help facilitate and support the needs of our customers.

We offer a competitive salary and benefits. Compensation will be commensurate with experience (see requirements below). 

Key Duties and Job Responsibilities:

The Customer Support Specialist will be responsible for the following:

  • Knowledge of ticketing systems, i.e. FreshDesk, ZenDesk, JIRA, etc.
  • Troubleshoot and resolve ticketing system requests and problems.
  • Handling issue escalation, as needed.
  • Provide direct level Tier 1-3 triaging support.
  • Working knowledge of clients and studies.  
  • Support, and triage multifaceted Linkt related issues and questions
  • Maintains up-to-date documentation for all Help Desk related processes
  • Must be a team collaborator with excellent verbal and written communication skills among diverse teams and customers.
  • Remains adaptable and flexible in acceptance of changes in techniques and procedures.
  • Performs work in a customer service-oriented manner and maintains a professional approach regarding all matters.
  • Demonstrated ability to document and present same to leadership when requested

What You Bring:

  • Knowledge of ticketing systems, i.e. FreshDesk, ZenDesk, JIRA, etc.
  • Ticket escalation experience
  • Fresh ideas to the team
  • Provide direct level Tier 1-3 support
  • Working knowledge of clients and studies  
  • Understands management and permissions
  • Documentation for all Help Desk related processes
  • Remain adaptable and flexible in acceptance of changes in techniques and procedures
  • Oral, written, and collaborative communication skills
  • Multilingual a plus

Required:

  • Bachelor’s degree in IT Health, Science or related field preferred
  • Minimum 2+ years of relevant experience with ticketing platforms 
  • Knowledge of Agile Scrum frameworks, technical configuration and acumen and comfort in discussing technical requirements with customers and engineers
  • Ability to find and parse evidence and observe and report on trends to assist in making priority calls
  • Excellent organizational and time management skills with experience in product lifecycle management
  • A creative thinker with sharp analytical and problem-solving skills and a keen attention to detail.
  • Experience interfacing directly with clients and life science partners and stakeholders.

You are in the Right Place if you have:

  • Proficiency with basic Office suite (Word, Excel, PowerPoint)
  • Experience working with Help Desk Ticket Platforms such as Freshdesk, Zendesk, ServiceNow, Confluence, Jira, CRM’s, and equivalent backlog management and documentation tools
  • Knowledge of workflows/diagramming tools like Lucidchart, or an equivalent
  • Knowledge of project management software like Smartsheets

You will Stand Out if you have: (Preferred, not required)

  • 1-2 years in Clinical Operations, Clinical Research, Pharmaceuticals, Clinical Trials, or Health Tech, eCOA, Customer Service, Customer Care, Customer Success, Help Desk Services

Given the civic mission of the company and project, it is especially important that employees uphold the business’ principles honestly and ethically; strive to improve the quality of our services, products, and operations and maintain a reputation for privacy, honesty, fairness, respect, responsibility, integrity, philanthropy, trust, innovation, exploration and sound judgment; and adhere to high standards of business and personal integrity as a representation of our business practice.

About Us

At Datacubed Health, we are an exciting software innovator in health research, transforming the clinical trial experience for participants in biotech and contributing to innovation in the pharmaceutical industry. We incorporate the principles of behavioral neuroeconomics to engage participants as citizen scientists, who adhere to the study protocols and are proud of their contributions to curing diseases. Designed for decentralized, virtual trials, Datacubed Health’s disruptive mHealth platform, Linkt, uses behavioral science and SaaS technology to improve patient compliance, retention, and increase data quality. Our people are critical to driving growth so we can create great impact in the life sciences industry. Come join us!

Data Cubed Health LLC is an equal opportunity employer.

Additional information

  • Remote status

    Flexible remote

Or, know someone who would be a perfect fit? Let them know!

Brooklyn

384 Bridge St
11201 Brooklyn Directions

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email
@datacubed.com
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