Product Support Analyst I (3 AM to 12 PM)

Clinical ink; United States; Remote; USD 45,000 - 60,000; Full time

Job summary

A leading global life science company seeks a Product Support Analyst I to provide exceptional support during early morning hours. The role involves troubleshooting and managing support tickets while collaborating with the team to enhance user experience. Ideal candidates will have a customer service mindset and relevant IT support experience.

Qualifications

• At least 1 year of experience in a customer-focused IT support role.
• Ability to work 3:00 AM to 12:00 PM ET is required.

Responsibilities

• Providing tier I product support and solutions to external users.
• Managing user expectations professionally and efficiently.
• Collaborating to improve user experience and contribute to documentation.

Skills

Problem-Solving

Communication

Customer Service

Education

Associates Degree

Tools

Windows OS

Helpdesk Systems

Networking

SQL

JSON

CCNA

MCSE

Job description

Product Support Analyst I (3 AM to 12 PM)

Join to apply for the Product Support Analyst I (3 AM to 12 PM) role at Clinical ink.

Company Information
Clinical ink is a global life science company that brings data, technology, and patient science together to unlock clinical discovery. Our expertise in therapeutic areas, combined with Direct Data Capture, eCOA, eConsent, telehealth, neurocognitive testing, and digital biomarkers, sets industry standards for data precision and advances clinical trials. With offices in Philadelphia, PA, Winston Salem, NC, and Iowa City, IA, Clinical ink is redefining the clinical development experience.

Job Description
Clinical ink is seeking a Product Support Analyst I to join our remote Product Support team across the United States. The role involves providing exceptional support via email, phone, and chat during hours from 3:00 AM - 12:00 PM ET. The ideal candidate has a passion for troubleshooting and customer support experience. Responsibilities include:

• Providing support by collecting information, categorizing requests, and creating support tickets.
• Responding to and managing tickets via email, voicemail, or phone within set timeframes.
• Managing user expectations professionally, using good customer service and GCP practices.
• Providing tier I product support and solutions to external users.
• Owning issues from receipt to resolution with urgency and customer focus.
• Escalating urgent situations appropriately and efficiently.
• Assisting colleagues to resolve issues promptly.
• Collaborating to improve user experience and contribute to documentation.
• Working as part of a team to deliver world-class support.

Qualifications
Associates degree and at least 1 year of experience in a customer-focused IT support role, or equivalent. Ability to work 3:00 AM to 12:00 PM ET is required. Candidates should demonstrate problem-solving skills, quick learning, effective prioritization, excellent communication, and a customer service mindset. Knowledge of Windows OS, helpdesk systems, networking, SQL/JSON, and certifications like CCNA or MCSE are preferred. Experience with remote management tools and vendor collaboration is a plus.

Additional Information
Clinical ink is an equal opportunity employer. For more information, visit www.clinicalink.com.