Product Support Analyst I (7 AM to 3 PM)

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

Job summary

A leading global life science company is seeking a Product Support Analyst I to provide exceptional support to end users. The role involves troubleshooting and solving technical problems, managing support tickets, and collaborating to improve user experience. Candidates should have an Associates degree and customer support experience, with preferred knowledge of Windows OS and helpdesk systems.

Qualifications

• At least 1 year of experience in a busy, customer-focused IT support role.
• Ability to work from 7:00 AM to 3:00 PM ET is required.

Responsibilities

• Providing service by accurately collecting information to categorize and prioritize requests.
• Managing tickets through email, voicemail, or phone within established timeframes.
• Offering tier I product support and solutions to external users' issues.

Skills

Problem Solving

Communication

Customer Service

Education

Associates Degree

Tools

Windows OS

Helpdesk Ticketing Systems

SQL

JSON

Job description

Product Support Analyst I (7 AM to 3 PM)

Company Information
Clinical ink is a global life science company that integrates data, technology, and patient science to advance clinical discovery. Our expertise in therapeutic areas, combined with innovations in Direct Data Capture, eCOA, eConsent, telehealth, neurocognitive testing, and digital biomarkers, sets industry standards for data accuracy and transforms clinical trials. With offices in Philadelphia, PA, Winston Salem, NC, and Iowa City, IA, Clinical ink is redefining 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 7:00 AM - 3:00 PM ET. The ideal candidate is passionate about troubleshooting and solving technical problems, with prior customer support experience. Responsibilities include:

• Providing service by accurately collecting information to categorize and prioritize requests, creating support tickets.
• Managing tickets through email, voicemail, or phone within established timeframes.
• Managing user expectations professionally, using good customer service and GCP practices.
• Offering tier I product support and solutions to external users' issues.
• Owning issues from receipt to resolution with urgency and customer satisfaction in mind.
• Escalating urgent situations appropriately and efficiently.
• Assisting other support agents to ensure timely issue resolution.
• Collaborating to improve end-user experience and contribute to documentation.
• Working as part of a team to deliver world-class support.

Qualifications
Candidates should have an Associates degree and at least 1 year of experience in a busy, customer-focused IT support role or equivalent. Ability to work from 7:00 AM to 3:00 PM ET is required. Candidates should demonstrate problem-solving skills, quick learning of technical topics, effective prioritization, excellent communication, and a customer service mindset. Knowledge of Windows OS, helpdesk ticketing systems, basic networking, SQL/JSON, and certifications like CCNA or MCSE are preferred. Experience with remote management tools and vendor interactions is a plus.

Additional Information
Clinical ink is an equal opportunity employer. We do not discriminate based on race, color, creed, religion, age, sex, disability, veteran status, or other protected categories. Visit www.clinicalink.com for more info.