Remote Software Support Specialist II – Customer Advocate

Advarra; Northern (KY); Hybrid; USD 58,000 - 97,000; Full time

Benefits offered by this job

Health coverage

Paid holidays

Bonus eligibility

Job summary

Advarra is looking for a customer support professional to assist clients with our clinical research management platform from a remote location in the United States. You will liaise with project management, engineering, and product teams to quickly master the platform and provide effective support.

The role consists of 90% customer support and 10% team-related learning and activities, with a focus on responsiveness and customer advocacy across inquiries and escalations.

Qualifications

• High school diploma.
• 3+ years of experience providing customer support.
• Experience providing customer support for software applications.
• Experience conducting training for customers or prospects.
• Professional experience translating customer requirements into product functionality and design.

Responsibilities

• Provide support via e-mail, chat, or ticket system to respond to inquiries and troubleshoot complex issues.
• Collaborate with internal teams to deliver timely resolutions and escalate when needed.
• Develop trust with customers and demonstrate responsiveness in interactions.
• Serve as liaison between customers and Product teams to address issues.
• Conduct product demonstrations to support existing customers and business development.

Skills

Customer support

Software applications

Training customers

Translating requirements

Communication skills

Time management

Independent work

Education

High school diploma

Tools

MS Office

CRM systems

Ticketing systems

Job description

Advarra is looking for a customer support professional to assist clients with our clinical research management platform from a remote location in the United States. You will liaise with project management, engineering, and product teams to quickly master the platform and provide effective support.

The role consists of 90% customer support and 10% team-related learning and activities, with a focus on responsiveness and customer advocacy across inquiries and escalations.