SaaS Clinical Trials Support Specialist

Zohorecruit; United States; Remote; USD 42,000 - 65,000; Full time

Job summary

CDIT seeks a Customer Support Specialist to be the first point of contact for customers of a SaaS clinical trial management platform. You will triage, document, and resolve issues within defined SLAs, supporting users navigating clinical workflows and PHI handling, while contributing to process improvements.

The role emphasizes professional communication, training others on platform features, and maintaining high customer satisfaction in a ticket-driven environment.

Qualifications

• 2+ years of customer service or technical support in SaaS or software.
• Experience with clinical research sites, workflows, or regulations is a plus.
• Ability to troubleshoot web-based software and explain technical solutions clearly.
• Excellent written and verbal communication with a professional, customer-first approach.

Responsibilities

• Serve as the first contact for inbound support via phone, email, and ticketing system; triage and prioritize tickets.
• Document all interactions in Salesforce; create updates and closure notes.
• Resolve Tier 1 issues and escalate Tier 2+ with context and proper documentation.
• Maintain queue performance and flag aged or at-risk tickets before SLA breaches.

Skills

SaaS support

Customer service

Troubleshooting

Communication

HIPAA compliance

Education

High School Diploma or equivalent

Job description

CDIT seeks a Customer Support Specialist to be the first point of contact for customers of a SaaS clinical trial management platform. You will triage, document, and resolve issues within defined SLAs, supporting users navigating clinical workflows and PHI handling, while contributing to process improvements.

The role emphasizes professional communication, training others on platform features, and maintaining high customer satisfaction in a ticket-driven environment.