Product Support Analyst I (3 PM to 12 AM)

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

Job summary

A leading company in the life sciences sector is seeking a Product Support Analyst I to provide exceptional support to end users across the United States. This role involves technical troubleshooting and customer service, ensuring timely resolution of support tickets. Ideal candidates will possess strong problem-solving skills and a customer-oriented mindset, with a passion for IT. Join a dynamic team dedicated to transforming the clinical development experience.

Qualifications

• At least 1 year of experience in a customer-focused IT support role.
• Knowledge of Windows operating systems and helpdesk ticketing systems.

Responsibilities

• Provide service to end users by collecting information and creating support tickets.
• Respond to and manage tickets via email, voicemail, or phone.
• Collaborate to improve support processes and end-user experience.

Skills

Problem-solving

Technical aptitude

Communication

Customer service

Education

Associate's degree

Tools

Salesforce Service

Windows 7

Windows 8

Windows 10

SQL

JSON

Job description

Product Support Analyst I (3 PM to 12 AM)

Join to apply for the Product Support Analyst I (3 PM to 12 AM) 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, drives industry standards for data precision and clinical trials innovation. With offices in Philadelphia, PA, Winston Salem, NC, and Iowa City, IA, Clinical ink is transforming the clinical development experience.

Job Description

We are seeking a Product Support Analyst I to join our remote Product Support team across the United States. The role involves providing exceptional support to end users via email, phone, and chat during hours from 3:00 PM - 12:00 AM ET. The ideal candidate will have a passion for technical troubleshooting, problem-solving, and customer support experience. Responsibilities include:

• Providing service to end users by accurately collecting information, categorizing and prioritizing requests, and creating support tickets.
• Responding to, managing, and closing tickets via email, voicemail, or phone within established timeframes.
• Managing user expectations professionally and persuasively, adhering to good customer service and GCP practices.
• Offering tier I product support and solutions to external users’ issues and requests.
• Owning issues from receipt to resolution with urgency and professionalism.
• Escalating urgent situations appropriately and efficiently.
• Assisting colleagues to resolve issues promptly.
• Collaborating to improve support processes and end-user experience.
• Contributing to documentation and knowledge bases.
• Working collaboratively to deliver world-class support.

Qualifications

• Associate’s degree and at least 1 year of experience in a customer-focused IT support role, or equivalent.
• Ability to work from 3:00 PM to 12:00 AM ET.
• Strong problem-solving skills and technical aptitude.
• Quick learner of technical topics and system functions.
• Effective prioritization and stress management skills.
• Excellent verbal and written communication skills.
• Customer service-oriented mindset.
• Interest in IT, from hobbyist to professional.
• Knowledge of Windows 7, 8, and 10.
• Experience with helpdesk ticketing systems (e.g., Salesforce Service).
• Basic networking and Wi-Fi knowledge preferred.
• Understanding or experience with SQL and JSON is a plus.
• Cisco CCNA or Microsoft MCSE certifications are a plus.
• Experience with MDM or remote management tools is preferred.
• Experience working with vendors or integration partners is advantageous.

Additional Information

Clinical ink is an equal opportunity employer. We do not discriminate based on race, color, creed, religion, ancestry, age, sex, marital status, national origin, disability, or veteran status.

Visit us at www.clinicalink.com.