Product Support Specialist

ALMAC Group; Durham (NC); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical, Vision & Dental benefits

Hybrid work after 6 months onsite

401k company contribution

PTO and holidays

Job summary

Almac Group seeks a Product Support Specialist in Durham, NC to deliver critical front-end support for Almac software products, ensuring access to patient data and resolving issues during clinical trials.

You will develop in-depth knowledge of Almac software products and processes to quickly assess and resolve problems, with hybrid work after six months onsite where applicable.

Qualifications

• High School Diploma or equivalent
• 1+ years' experience in clinical research
• Competent in use of Microsoft Office
• Pharmaceutical Industry knowledge
• Clinical Trials process knowledge
• Availability to be on-call outside work hours

Responsibilities

• Perform complex problem-solving tasks to identify root causes and remediation.
• Provide frontline customer support for study setup and ongoing support.
• Develop and maintain a knowledge base for Almac Gateway.
• Provide support for Almac Gateway Services via phone and email.
• Create and maintain user accounts for internal and external users.
• Track all support calls/emails using ServiceDesk and set up data exchanges for new projects.
• Analyze metrics to identify trends and suggest product enhancements.
• Maintain tracking spreadsheets for various products.
• Complete all administrative work for support activities.
• Provide training and write SOPs and training materials.
• Perform data change testing.

Skills

Customer support

Problem solving

Clinical research

Microsoft Office

Pharmaceutical knowledge

Education

High School Diploma or equivalent

Bachelor's degree preferred

Experience equivalent to Bachelor's degree

Tools

Almac Gateway

SOP writing tools

Job description

Almac Group is currently seeking a Product Support Specialist for our Durham, NC location. The Product Support Specialist will be responsible for providing critical front-end support to internal and external users of Almac software products. This role provides global support to guarantee access to vital patient data through our software products and ensures product related issues during clinical trials are resolved. The individual will develop in-depth knowledge of Almac software products, data, and related processes that enable them to quickly assess and resolve issues.

Responsibilities include but are not limited to:

• Product Support
  • Perform complex problem-solving tasks on behalf of customers and internal users to identify the root cause and provide remediation.
  • Perform frontline customer support to ensure that users experience high levels of customer satisfaction in both study set-up and support.
  • Develop and maintain a strong knowledge base of all products and services offered via the Almac Gateway.
  • Provide support for users of Almac Gateway Services via telephone and email.
  • Create and maintain user accounts for internal and external users as needed.
  • Track all support calls/emails using ServiceDesk. Set up data exchanges for new projects (e.g., IRF, Autoship etc.)
• Additional Support
  • Analyze metrics to identify trends and highlight areas for product enhancement. Providing feedback to the Business Analysts regarding suggestions for product enhancement.
  • Maintain tracking spreadsheets for various products
  • Ensure all administrative work (including ticket closeout where applicable) is completed for support activities.
  • Provide training for internal and external users on Almac Gateway applications.
  • Provide administrative support by writing SOPs, user training material, work instructions etc.
  • Perform data change testing

Qualifications:

Required Experience / Education:

• High School Diploma or equivalent
• 1+ years' experience in clinical research
• Competent in use of Microsoft office applications
• Pharmaceutical Industry knowledge
• Clinical Trials process knowledge
• Availability to be on-call (outside work hours)

Preferred Experience / Education:

• Bachelor's degree in Life Science, Business, Math or IT discipline
• Experience equivalent to Bachelor's degree
• Experience working with Almac's processes
• Knowledge of Almac's internal business systems
• GXP
• Clinical Trials
• 21CFRPart11

What can Almac Group offer you?

• Medical, Vision & Dental benefits from the 1st of the month following start date
• 20 days PTO per year, accrued monthly following start date
• 12 holidays per year
• Company paid Long and Short-term disability along with Life Insurance
• 401k company contribution
• Hybrid work available for applicable roles (after fully being onsite for 6 months)
• Professional development programs/ continuous learning opportunities

Almac is an exceptional, award winning, drug development solutions provider at the forefront of the pharmaceutical industry. We are a privately owned organization that has organically grown over 50 years now employing over 7,500 highly skilled personnel worldwide. Our US Headquarters is located at Souderton, PA with additional operations scattered around the US and Europe. 'Partnering to Advance Human Health' is more than just a tagline - it is our way of life.

Embracing diversity is at the heart of enhancing Almac Group's unique culture and reflects our fundamental belief that all people deserve equality, inclusivity and the opportunity for advancement. We are committed to cultivating a welcoming, supportive, and inclusive environment for all. Together, we will build on the strength in our diversity and deliver exceptional solutions to advance human health globally.

Almac Group, Inc. is an Equal Opportunity Employer - Minorities/Women/Protected Veterans/Disabled - Proudly embracing diversity in all of its expressions.

EEO is the Law

EEO is the Law GINA Supplement

Almac provides reasonable accommodations to people with disabilities who need assistance completing the application process. Please email us at [e-mail] to request assistance.