Remote Night-Shift Product Support Analyst I

Clinical ink; United States; On-site; USD 52,000 - 70,000; Full time

Job summary

Clinical Ink is seeking a Product Support Analyst I to join our Product Support team. This remote role across the United States requires providing exceptional end-user support via email, phone, and chat. The position carries working hours from Sunday to Thursday, 8:00 PM - 5:00 AM ET.

Ideal candidates have strong troubleshooting skills, customer focus, and experience in a busy IT support role. Responsibilities include incident management, fast ticket resolution, and collaboration with peers and

Qualifications

• Associate degree and 2+ years in busy IT support or customer-focused role.
• In-depth experience delivering end-user support via phone and written channels.
• Ability to work Sunday–Thursday, 8:00 PM–5:00 AM ET.
• Healthcare or life sciences support experience preferred.
• Strong problem solving and quick thinking in high-pressure situations.
• Willingness to learn multiple technical topics and tools.

Responsibilities

• Provide tier I product support to end users via email, phone, and chat.
• Create, respond to, and manage tickets within defined timeframes.
• Manage user expectations with professional, clinical practice awareness.
• Resolve end-user problems and requests with timely, effective solutions.
• Own issues from receipt to closure with urgency for quick resolution.
• Escalate urgent situations internally and externally as needed.
• Assist other Product Support Agents to ensure timely resolutions.
• Collaborate with colleagues to improve end-user experience.
• Contribute to living documentation and how-to articles.
• Work as part of a team to deliver world-class support.

Skills

Customer support

Verbal and written communication

Technical troubleshooting

Learning new tools quickly

Problem solving

Team collaboration

SQL/JSON basics

Windows knowledge

MDM/remote management tools

Vendor/integration coordination

Education

Associate degree

Tools

Salesforce Service Cloud

Windows 10/11

SQL

JSON

MDM/Remote monitoring tools

Cisco/MCSE/CCNA (certs)

Job description

Clinical Ink is seeking a Product Support Analyst I to join our Product Support team. This remote role across the United States requires providing exceptional end-user support via email, phone, and chat. The position carries working hours from Sunday to Thursday, 8:00 PM - 5:00 AM ET.

Ideal candidates have strong troubleshooting skills, customer focus, and experience in a busy IT support role. Responsibilities include incident management, fast ticket resolution, and collaboration with peers and