Remote Night-Shift Product Support Analyst I — Life Sciences

Clinical Ink.; United States; Remote; USD 52,000 - 68,000; Full time

Benefits offered by this job

Medical benefits

Unlimited vacation

Education assistance

Parental leave

Job summary

Clinical Ink is seeking a Product Support Analyst I to join our remote Product Support team across the United States. The position manages end-user support via email, phone, and chat, with Sunday to Thursday hours 8:00 PM–5:00 AM ET, delivering timely resolutions and customer-focused service.

The candidate should excel in troubleshooting, communication, and cross-functional collaboration, with a passion for learning and a background in IT support within life sciences preferred.

Qualifications

• Associates degree and at least 2 years’ experience in a busy, product and customer-focused IT support role providing phone and written end-user support, or equivalent experience.
• Ability to work Sunday to Thursday, 8:00 PM to 5:00 AM ET.
• Experience providing end-user support in life sciences or healthcare preferred.
• Proven ability to solve problems in a logical, quick, and efficient manner.
• Ability to learn a variety of technical topics and new tools quickly, including how systems function & the roles they perform from the user perspective.
• Effective work prioritization and the ability to work under pressure.
• Outstanding verbal, phone, and written communication skills.
• Technical aptitude and enthusiasm for learning.
• Specific systems or programming knowledge preferred.
• Knowledge of Windows 10 and 11.
• Helpdesk ticketing system(s) experience (such as Salesforce Service, etc.).
• Experience with basic networking and Wi-Fi preferred.
• An understanding or hands-on experience with SQL and/or JSON a plus.
• Cisco CCNA or Microsoft MCSE a plus.
• Experience working with vendors and/or integration partners preferred.

Responsibilities

• Provide service to end users by collecting accurate information to categorize and prioritize requests appropriately, and determine the quickest and best method of resolution in the form of support tickets.
• Create, respond to, and manage tickets via email, voicemail, or phone call within the established timeframes.
• Manage users’ expectations in a professional, knowledgeable, and persuasive manner while using good customer service and good clinical practices (GCP).
• Provide exceptional tier I product support and solutions to external users’ problems and requests.
• Own issues from receipt through closure with an appropriate sense of urgency for exceptional customer service and optimal time to resolution.
• Communicate urgent customer situations when further assistance is needed; escalated appropriately, quickly, and effectively both internally and externally.
• Assist other Product Support Agents when needed/possible to facilitate timely resolutions to all issues presented.
• Collaborate with colleagues and Management to continuously improve and ensure a remarkable end-user experience.
• Provide input and feedback on departmental “living documentation” in the form of Wiki comments, how-to articles, and other documents.
• Work with and as a team, to provide world class support to end users and customers.

Skills

Customer service

Technical aptitude

Communication skills

SQL/JSON knowledge

Education

Associates degree

2 years IT support experience

Tools

Salesforce Service

Helpdesk ticketing systems

Job description

Clinical Ink is seeking a Product Support Analyst I to join our remote Product Support team across the United States. The position manages end-user support via email, phone, and chat, with Sunday to Thursday hours 8:00 PM–5:00 AM ET, delivering timely resolutions and customer-focused service.

The candidate should excel in troubleshooting, communication, and cross-functional collaboration, with a passion for learning and a background in IT support within life sciences preferred.