Remote SaaS Support Specialist for Clinical Trials

Realtime Clinical Trial Management Systems; United States; Remote; USD 42,000 - 70,000; Full time

Benefits offered by this job

Health insurance

Unlimited PTO

10 holidays a year

Parental leave

Monthly connectivity stipend

Job summary

RealTime eClinical Solutions is seeking a Customer Support Specialist to serve as the first contact for customers using SOMS and Complion. You will triage tickets, document interactions in Salesforce, and resolve Tier 1 issues while escalating complex cases with clear context.

You will train customers on platform features, ensure HIPAA compliance, and collaborate with cross-functional teams to drive improvements in service delivery to clinical research sites.

Qualifications

• 2+ years of customer service or technical support experience in a SaaS or software environment.

Responsibilities

• Serve as the first point of contact for inbound support requests via phone, email, and Salesforce; triage, categorize, and prioritize tickets according to SLA guidelines.
• Document all interactions accurately in Salesforce, ensuring proper case creation, updates, and closure notes.
• Resolve Tier 1 issues independently and escalate Tier 2+ issues with clear context and documentation.
• Provide professional, solution-oriented support to customers navigating RealTime’s platforms (SOMS and Complion).
• Schedule and conduct training sessions for customers on platform features, workflows, and best practices.
• Maintain HIPAA compliance and follow established support procedures and knowledge base protocols.
• Collaborate with cross-functional teammates when escalating technical issues and share feedback to improve products.

Skills

Customer service

Technical support

SaaS knowledge

Communication

Education

High School Diploma or equivalent

Tools

Salesforce

JIRA

SOMS

Complion

Job description

RealTime eClinical Solutions is seeking a Customer Support Specialist to serve as the first contact for customers using SOMS and Complion. You will triage tickets, document interactions in Salesforce, and resolve Tier 1 issues while escalating complex cases with clear context.

You will train customers on platform features, ensure HIPAA compliance, and collaborate with cross-functional teams to drive improvements in service delivery to clinical research sites.