Remote SaaS Support Specialist – Clinical Trials

REALTIME SOFTWARE SOLUTIONS LLC; San Antonio (TX); Hybrid; USD 20,000 - 25,000; Full time

Benefits offered by this job

Health insurance

Long-term disability

Life insurance

Unlimited Paid Time Off

10 paid Holidays

Work Anniversary Bonus

Monthly $100 Connectivity Stipend Reim

Job summary

RealTime eClinical Solutions is seeking a Customer Support Specialist to be the first point of contact for SOMS and Complion platforms in a remote US-based role. You will deliver timely, empathetic support, triage tickets, and ensure SLA adherence while documenting interactions in Salesforce.

The role requires 2+ years in SaaS support, strong communication skills, and the ability to educate customers on platform features and workflows.

Qualifications

• 2+ years of customer service or technical support experience in a SaaS or software environment.
• Experience working with or supporting clinical research sites, including familiarity with site workflows, regulatory requirements, or clinical data systems.
• Demonstrated ability to troubleshoot web-based software applications and communicate technical solutions in plain language.
• Exceptional written and verbal communication skills with a professional, customer-first demeanor.
• Comfortable working in a ticket-driven environment with defined SLAs and accountability to productivity metrics.
• Strong organizational skills—able to manage a multi-item queue, prioritize competing demands, and follow up reliably.
• High School Diploma or equivalent required.

Responsibilities

• Serve as the first point of contact for inbound support requests via phone, email, and ticketing system (Salesforce); triage, categorize, and prioritize tickets according to SLA guidelines.
• Document all interactions accurately and completely in Salesforce, ensuring proper case creation, updates, and closure notes are maintained.
• Resolve Tier 1 issues independently and escalated Tier 2+ issues to the appropriate L2 Specialist or Support Lead with clear context and documentation.
• Monitor personal queue performance and proactively flag aged or at-risk tickets to the Support Lead before SLA breach.

Skills

Customer service

Technical support

Communication

Troubleshooting

Education

High School Diploma or equivalent

Associate or bachelor’s degree in a related field

Tools

Salesforce

JIRA

Job description

RealTime eClinical Solutions is seeking a Customer Support Specialist to be the first point of contact for SOMS and Complion platforms in a remote US-based role. You will deliver timely, empathetic support, triage tickets, and ensure SLA adherence while documenting interactions in Salesforce.

The role requires 2+ years in SaaS support, strong communication skills, and the ability to educate customers on platform features and workflows.