Remote Technical Support Specialist (SaaS)

Medrio; San Francisco (CA); Remote; USD 58,000 - 67,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

Life/LTD insurance

Work-life balance & flexible schedules

Weekly standups

Job summary

Medrio in the United States is seeking a Technical Customer Support Representative to provide outstanding remote support for our software used in clinical research. You will manage incoming calls and emails, prioritize cases, and collaborate with sales and QA teams to improve customer satisfaction.

The role is entry-level with onboarding, targets high customer satisfaction (>90%), first contact resolution, and daily ticket load.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• Experience with phone and e-mail support.
• Excellent communications skills, both written and oral.
• Experience with Salesforce, SaaS technology, software support.

Responsibilities

• Receiving, responding to, tracking and directing technical support calls and e-mails from our customers.
• Prioritize incoming cases in a high-volume, fast-paced environment.
• Acting as support for the sales team, including study management and various marketing tasks.
• Various tasks for QA support.
• Other duties as assigned.

Skills

Phone & email support

Communications

Presentations

Salesforce & SaaS

Bachelor's degree or equivalent

Education

Bachelor's degree or equivalent

Tools

Salesforce

SaaS platforms

Job description

Medrio in the United States is seeking a Technical Customer Support Representative to provide outstanding remote support for our software used in clinical research. You will manage incoming calls and emails, prioritize cases, and collaborate with sales and QA teams to improve customer satisfaction.

The role is entry-level with onboarding, targets high customer satisfaction (>90%), first contact resolution, and daily ticket load.