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Technical Customer Support Specialist (Full Remote)

Join to apply for the Technical Customer Support Specialist (Full Remote) role at ShareCRF - EDC Software .

How often have you thought, "I wish I could contribute to something meaningful from my workplace"? And what if your work could directly help improve people's health and well-being?

At ShareCRF, you can do just that.

Our cloud-based platform is designed to capture and manage clinical research data, enabling research teams to collect the information they need to improve lives. And the best part? Our platform is so intuitive that clients can configure it entirely on their own—no programming skills required!

We’re looking for a Technical Customer Support Specialist to help our clients get the most out of ShareCRF while making the journey of managing their clinical research a breeze.

What will you do?

As a Technical Customer Support Specialist, your role will revolve around ensuring our clients succeed with ShareCRF and feel supported at every step of their journey. Your responsibilities will include :

• Consultancy and Configuration : Work directly with research teams to configure ShareCRF to align with their study goals and objectives. You’ll guide them on how to get the best results using the platform’s features.
• Client Support : Be the go-to person for resolving service-related questions, problems, and doubts. Your assistance will ensure clients can work smoothly without interruptions.
• Training Delivery : Organize and deliver training sessions to clients, equipping them with the knowledge to use ShareCRF effectively. This includes live courses, webinars, and other training formats.
• Content Creation and Review : Contribute to creating, reviewing, and translating help articles, user guides, documentation, and training materials. Your efforts will make ShareCRF even easier for clients to use.
• Sales Collaboration : Assist the sales department by evaluating new studies and providing input on how ShareCRF can meet their requirements.
• Problem Analysis : Identify and review technical or user-reported issues. Collaborate with the Product Development team to address and resolve these problems.
• Product Feedback : Collect and report suggestions or potential improvements shared by clients to the Product Design team, ensuring we continue evolving to meet their needs.

In 1 month...

You will learn . You’ll dive into ShareCRF’s platform, internal processes, and how we configure studies. You’ll shadow expert colleagues and begin performing customer support actions under their guidance.

In 3 months...

You will improve. You’ll have an advanced understanding of ShareCRF’s features and how to apply them effectively to different types of studies. You’ll also start working directly with clients, alongside a teammate, and develop strategies to provide tailored solutions for each research project.

In 6 months...

You will execute. You’ll be an expert in ShareCRF, taking full ownership of complex client configurations and managing change processes independently. You’ll lead training sessions, ensuring clients can harness the platform’s full potential.

How will you do it?

At ShareCRF, we believe in a horizontal structure and relaxed culture. Communication is at the heart of what we do, and we encourage open, constructive feedback from everyone—there are no barriers here.

We work as a team and expect new joiners to embrace our collaborative culture, where helping colleagues is a core value. Our philosophy is simple : a cohesive, committed team always achieves more than the sum of its parts.

When will you work?

We offer flexible working hours ! The only "rule" is to be available between 10 : 00 and 16 : 00 for team collaboration.

On Fridays, we close laptops at 15 : 00 to kick off the weekend early. During July and August, you can take advantage of an intensive shift , working in the mornings and enjoying your afternoons free—perfect for heading to the pool, the beach, or wherever summer takes you!

Where will you work?

We’re a 100% remote company, so you can work wherever you have a good internet connection. Prefer the mountains ️ or the beach ️? The choice is yours!

Every quarter, we meet up for 2–3 days in an exciting location. These group gatherings are all about strengthening bonds, brainstorming, and discussing upcoming milestones.

What are we looking for?

We’re searching for someone who loves helping others, thrives in customer-facing roles, and enjoys working with technology. You’ll need a logical mind (critical for ShareCRF’s configuration tasks) and a strong desire to learn.

Experience in clinical research is a plus, but it’s not essential. If you meet the other requirements, we’ll provide the support you need to learn and thrive in the world of clinical trials.

What do we offer?

• 100% Remote Work : Work from anywhere within the GMT-2 to GMT+2 time zone. If you’re living outside Spain but dream of moving to the land of sun and beaches, we’re happy to help with the transition!
• Flexible Hours : We don't require a specific schedule, but we do need you to attend team meetings, ensuring communication and teamwork remain as efficient as possible. It's important that your availability aligns with that of your teammates so you can fulfill both your responsibilities and the service level required by the team.
• Top-Notch Equipment : We’ll provide everything you need to work comfortably, including a high-end laptop, a 27" monitor (or dual 24" monitors), and a professional-grade chair.
• Independence and Responsibility : Take ownership of your work while enjoying the freedom to manage your tasks independently.
• A World-Class Team : Join an exceptional team working on a global product that makes a real difference in improving people's lives.
• High level of written and spoken Spanish.
• Strong logical thinking and problem-solving skills.
• Comfort and interest in working with computers (no programming required).
• Excellent spoken and written communication skills.
• Higher education degree.
• Ability to work independently and manage responsibilities effectively in a remote setting.
• Strong organizational skills to handle multiple client configurations and tasks efficiently.

It would be a positive asset :

• Knowledge of spreadsheet software or basic programming (e.g., macros).
• Experience in clinical research or a related field (e.g., healthcare, biotech).
• Familiarity with creating training content (e.g., user guides, videos, webinars).
• Other languages (to support international clients).
• Experience with customer support tools or ticketing systems.
• Ability to work collaboratively in a team environment and provide constructive feedback.

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