Software Support Specialist

Suvoda; Conshohocken (Montgomery County); Remote; USD 45,000 - 60,000; Full time

Job summary

Suvoda is looking for a Customer Care Specialist to provide remote support to system users internationally. This role requires strong analytical skills and the ability to handle pressure in a fast-paced environment. The ideal candidate will possess a Bachelor’s degree, technical support experience, and excellent communication skills.

Responsibilities include troubleshooting user issues, managing sensitive production data, and collaborating with various teams to ensure system efficiency and quality. The shift is set from 12:00 pm to 8:00 pm PST.

Qualifications

• Ability to adapt to complex IRT requirements.
• Prior technical support experience preferred.
• Ability to work independently with little supervision.

Responsibilities

• Provide support to system users in multiple countries.
• Troubleshoot and resolve user-reported issues.
• Collaborate with cross-functional teams.

Skills

Problem-solving

Technical support

Written communication

Verbal communication

Attention to detail

Multilingual

Education

Bachelor’s Degree preferred

Tools

Computer operating skills

Job description

Customer Care Specialist

Reports to: Manager of Customer Care

Department: Services Support

This is a remote‑capable role with the set shift time of 12:00pm‑8:00pm PST / 3:00pm ‑11:00pm EST.

Suvoda is seeking a tech‑savvy, team player who thrives in a fast‑paced environment to join our team. Our ideal candidate is an analytical thinker who is motivated by helping others resolve complex, system‑related issues. This individual will be a fast learner, who can maintain their composure and is not easily ruffled under pressure. Additionally, our candidate is a resourceful problem‑solver who seeks out effective and efficient solutions, while leveraging their talents and skills, to assist our clients in resolving issues in real‑time.

Responsibilities

• Provide support to system users in multiple countries via the telephone and email
• Clearly document all communication with system users
• Troubleshoot and resolve user‑reported issues and communicate resolution back to system user
• Add and update highly‑sensitive production data for clinical while maintaining trial integrity and regulatory compliance
• Investigate, diagnose, and escalate system issues to relevant teams when necessary for resolution
• Collaborate with cross‑functional teams in identifying and providing solutions for system users
• Work well under pressure in a fast‑paced dynamic environment with short resolution times
• Manage multiple requests with competing priorities and reprioritize as needed
• Adapt product expertise and knowledge to solve user issues stemming from complex IRT requirements
• Conceptualize and drive best practices in Customer Care
• Identify and implement process improvements focused on driving towards greater efficiency or improved quality in Customer Care
• Assist with departmental initiatives such as creation of new tools, enhancement of processes, development of new processes, etc.
• Identify and resolve issues related to data integrations, including data inconsistencies and system errors
• Perform other related duties as required

Requirements

• Bachelor’s Degree preferred
• Computer‑operating skills
• Friendly, service‑oriented attitude
• Written and verbal communication skills
• Attention to detail
• Ability to identify and solve problems in an efficient and effective manner
• Ability to work independently with little to no supervision
• Ability to take initiative to use resources to investigate issues and present solutions
• Prior technical support experience preferred, especially in IRT or related field
• Multilingual skills preferred

#LI-AC1

As set forth in Suvoda’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

If you are based in California, we encourage you to read this important information for California residents linked here.